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Customer Service Specialist

  • Job reference IFDS/TP/24087/10054
  • Job type Full Time
  • Sector Customer Service, Wealth Management/Investment Platforms
  • Location Stirling
This vacancy has now expired.

Summary

Oversee regulatory and legislative changes, ensuring processes remain compliant. Provide technical guidance to individuals and business areas through liaison with internal and external parties. Identify, support and implement process improvements.

Package

* Competitive annual salary

* Eligible for annual discretionary bonus (based on individual and company performance)

* 25 Days holiday

* 6% non-contributory pension scheme

* Life Assurance (4 x salary)

* Family Cover healthcare

* flex benefits scheme

Main Responsibilities

  • Lead business area to understand impact of regulatory, client driven changes and planned product developments to ensure successful integration into BAU processes
  • Understand Root Cause to drive relevant changes within business areas
  • Be able to provide technical management information about breaches, complaints, training needs and accuracy
  • Demonstrate an excellent, current technical knowledge of products and regulatory requirements relevant to the business area
  • Continuously review own knowledge levels through use of industry sources
  • Take responsibility for complex/high profile cases through to a satisfactory conclusion
  • Department lead in projects and testing
  • Feedback technical training and guidance to individuals and business areas ensuring regulatory impact is understood
  • Ambassador for challenging existing practices through identifying, proposing and implementing areas for process improvement
  • Support processing of cases as business area requires
  • Establish and maintain relationship with Key Stakeholders both internal and external
  • Lead technicians and coaches to ensure all reference documentation is technically accurate
  • Ensuring audit reports are completed in conjunction with the business area's control matrix.
  • Flexibility to support team with processes and work volumes when business needs dictate

Regulatory

  • Achieve and maintain competence within T&C scheme
  • To exercise due care and diligence, ensuring the areas the role is responsible for are organised and controlled
  • To uphold responsibilities for risk and business continuity practices as appropriate to the position the role holds within the organisation.
  • To comply with the regulatory guidelines in which IFDS operates

Quality

  • All employees are accountable for the delivery of a Quality service, driving for excellence in all their work activities
  • To be quality driven, aiming for 100% accuracy and timeliness of delivery
  • To effectively plan the way services are delivered so that all activity is directly related to providing quality services and meeting the expectations of the customer (internal and external)
  • To continuously review processes and practices relating to the role and act as a catalyst for change and improvement in individual and team performance
  • To observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of duties.
  • To communicate and promote the values which reinforce and support a consistent quality culture.

People Engagement

  • Delivering feedback and key messages in an engaging and motivatin manner to encourage empowerment of team
  • Be a key driver in sharing best practice
  • Liaising with Key Stakeholders at all levels both internally and externally, whilst building relationships through networking

Ideal Candidate

Essential

  • Comprehensive knowledge of relevant Products, systems and Procedures
  • Relevant CII/IOC exams as required by the Business or equivalent to obtain Overseer status if not previously grandfathered under T&C scheme.
  • Strong knowledge of the financial industry and market place
  • Strong knowledge of relevant regulatory and mandatory procedures
  • Strong awareness of IFDS UK operations
  • Competence in the application of Quality Assurance process and criteria standards
  • Coaching/Training skills
  • Skill set to include strong decision making, problem solving, time management, planning analysis and organisation
  • Excellent communication skills
  • Open minded approach to dealing with ideas and suggestions
  • Ability to interpret management information, legislative changes to make considered decisions
  • Understand business drivers and the key deliverables on the Business plan
  • Sound interpersonal skills with the ability to create an environment that delivers excellent customer service, be a key driver providing feedback in a constructive manner
  • Previous experience of Coaching and Training
  • Process improvement
  • Presentation skills
NANorth America
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EMEAEurope, The Middle East & Africa
APACAsia-Pacific

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