Customer Service Representative - Transfers
Interactive Investor, United Kingdom
Job Description
As a Transfers Customer Service Representative you will be responsible for communicating with customers in relation to any transfers related query, effectively processing tasks within the Transfers department.
Your role will be to ensure the speedy and efficient processing of transferring customer accounts into and out of Interactive Investors, liaising with key customers and stakeholders internally and externally. These accounts may relate to products across II, including but not limited to SIPP, ISA, JISA and Trading Accounts.
As a financially regulated company, it is important our colleagues ensure there is accurate adherence to the departments policies, procedures and regulatory responsibilities. This role will include building good relationships with Customers, internal departments and external stakeholder whilst enabling you to have the opportunity to develop your career within a market leading company.
Key Accountabilities:
Communicate effectively through all channels with customers and third parties to provide outstanding customer service
Take ownership of product or service requests, identifying when and where the query is best handled, transferring to other relevant departments as appropriate
Taking ownership to resolve customer dissatisfaction and identifying when to escalate as appropriate
Responsible for the processing of all tasks, with a high degree of accuracy
Proactively identify and acting upon retention opportunities, referring where required
Review and challenge policy, processes and procedures, recommending improvements to increase efficiency and improve quality
Work as part of a team, supporting colleagues and promoting a positive working culture and environment
Be adaptable to change, with the ability to move between tasks as business needs require, working on wider departmental activity as and when the need arises
Maintain the organisation’s first line of defence by ensuring individual adherence to business and departmental processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance
Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Management Framework
Accountable for your own personal development and maintaining your skills and knowledge to keep up to date on ii products, industry best practices, legislative guidelines and regulatory requirements
Requirements
High quality communication skills (written and verbal) ability to build rapport with customers across all communication channels, maintaining calm during pressurised situations, and share information in a clear and logical manner
Ability to work in an environment which requires a high level of accuracy
Organisation skills to manage completion of daily task and meet exacting deadlines
Problem-solving skills
Proactive and enthusiastic, with a willingness to learn new skills
Flexibility to move between different tasks and departments at short notice
High degree of computer literacy ability to navigate internal systems, and knowledge of Microsoft Office
Knowledge of the regulatory environment and associated risks that require managing
Knowledge of the Financial Services Sector
Understand the principles of Treating Customers Fairly
Understand FCA guidelines, particularly those relating to CASS