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Senior Technical Associate (Client Care)

  • Job reference DST/TP/46441/10750
  • Job type Fixed Term
  • Sector
  • Location Stirling
This vacancy has now expired.

Package

Reference salary based on experience and in line with the ACE salary progression scheme
* 20 Days holiday
* 6% non-contributory pension scheme
* Life Assurance (4 x salary)
* Single person healthcare
* flex benefits scheme

Main Responsibilities

In this role you will take on complex queries within the Settlements team whilst assisting your Team Manager with referrals escalation. You will also deal with reportable activities, issuing tax certificates.

Other duties may include:

  • Dealing with complex technical queries within the Settlements team whilst taking the lead on complex cases
  • Processing transactions to agreed service levels, quality standards and where relevant within agreed financial authority limits.
  • Processing non-standard or complex transactions/calculations, including manual processing where required, ensuring that TCF principles are upheld.
  • Contact customers by telephone, fax, e-mail or letter to resolve queries/obtain information.
  • Deal with customer data ethically and in accordance with requirements.
  • Checks the work of others where appropriate to ensure that standards of accuracy, clarity and financial integrity are maintained, and that TCF principles are upheld.
  • Provides informal guidance and/or training for colleagues as required.
  • Completes independent quality and accuracy checking of work.
  • Supports and takes an active role in service improvement/process improvement initiatives or projects as required.
  • Assists management team where appropriate.
  • Keeps own knowledge of processes, products and appropriate regulation up to date.
  • Achieves agreed performance levels
  • Implements and maintains personal development plan, and is proactive in own self development.
  • Completes performance management documentation in line with agreed timescales.
  • Displays key behaviours at appropriate level.
  • To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed

Ideal Candidate

In this role you will take on complex queries within the Settlements team whilst assisting your Team Manager with referrals escalation. You will also deal with reportable activities, issuing tax certificates.

Other duties may include:

  • Dealing with complex technical queries within the Settlements team whilst taking the lead on complex cases
  • Processing transactions to agreed service levels, quality standards and where relevant within agreed financial authority limits.
  • Processing non-standard or complex transactions/calculations, including manual processing where required, ensuring that TCF principles are upheld.
  • Contact customers by telephone, fax, e-mail or letter to resolve queries/obtain information.
  • Deal with customer data ethically and in accordance with requirements.
  • Checks the work of others where appropriate to ensure that standards of accuracy, clarity and financial integrity are maintained, and that TCF principles are upheld.
  • Provides informal guidance and/or training for colleagues as required.
  • Completes independent quality and accuracy checking of work.
  • Supports and takes an active role in service improvement/process improvement initiatives or projects as required.
  • Assists management team where appropriate.
  • Keeps own knowledge of processes, products and appropriate regulation up to date.
  • Achieves agreed performance levels
  • Implements and maintains personal development plan, and is proactive in own self development.
  • Completes performance management documentation in line with agreed timescales.
  • Displays key behaviours at appropriate level.
  • To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed
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