A key member of Customer Service Operations team, responsible for providing an efficient, effective and compliant service to policyholders.
Key accountabilities include handling of simple and complex cases, quality in service delivery, accuracy in providing and capturing information while adhering to compliance guidelines and support to team managers.
Key Accountabilities and
*Key :
To provide customer service to both internal and external customers
Ensure own work is completed to a high level of accuracy within service level agreements, to achieve regulatory targets
Maintain and implement personal development plan in partnership with immediate manager
Identify, facilitate and implement process improvement ideas to improve efficiency.
Keep own knowledge up to date in relation to servicing/processing/compliance activities
Execute non-standard cases and manual work that cannot be processed on standard systems.
Learn all the skills and knowledge that would cover a broad range of servicing activities across regulated products.
Identify customer needs, providing assistance / information and capturing essential details on the system thereby enabling other departments to fulfil the customer requirements.
To demonstrate a positive risk, compliance and control culture through the identification, assessment, monitoring and management of risks and issues within the business area, alongside ensuring timely and appropriate resolution of control weaknesses, actions and failures that arise.
To achieve and maintain required level of competency as per the training and competency framework.
Responsible for the day to day pre sales administration for PFP and servicing of Retirement Account customers
Responsible for updating details on various systems
Will also be responsible for sending template letters to customers and at times creating free-form letters to respond to customer queries.
Handle calls to ceding companies or internal departments within UK if required for some work types
