Administration/Customer Service Analyst - Financial/Banking

Administration/Customer Service Analyst - Financial/Banking

12 Months

London

One of our large financial clients is currently looking for an experienced Customer service/Administrator, ideally with contact centre/Financial services

The Transfer Agency department provides a third party fund administration service to numerous fund management companies covering the full range of shareholder servicing functions including dealing, registration, settlements, distributions, commissions and statements.

The Fund Servicing Centre's main roles are to respond to all client communication. Ensure dealing instructions received are by telephone are processed accurately, within SLA (Service Level Agreements), VP (Valuation Points), and Regulatory and Client requirements.

Communication can be received via Post, Email and Faxes which the team will respond to using Outlook, Egain (e-mail system) and AG (workflow systems). The team provide oversight and support to our offshore locations, answering complex or technical queries, and liaise with senior management and internal stakeholders.

The key responsibilities of the role include:

* Be able to serve as a SME (subject matter expert)

* Oversee, and monitor work undertaken in offshore locations

* Perform and oversee QA (Quality Assurance) checks are performed on processed work items from India

* Assist Team Leader with certain tasks where necessary

* Handhold escalations from external and internal stakeholders

* Ensure all tasks within the workflow and enquires via email and other teams are processed within the SLA (Service Level Agreements) and VP (Valuation Points)

* Undertake telephone dealing accurately

* Answer inbound telephone calls on behalf of client and place telephone deals

* Undertake written enquiry work (e-mails, letter fax's) for our clients

* Log complaints where necessary

* Follow processes, checklists, procedures and client requirements at all times

* Maintain a close working relationship with both internal and external clients and partners

* Ensure your eye for detail/ accuracy levels remain high, understand the impact of the errors and breaches that are occurring

* Deliver green KPI (Key Performance Indicators) as a team

* Escalate and report where required, as well as being an escalation point

* Complete all mandatory training within the set deadlines

* Train and support partners where required across locations

* Identify any key trends from the work you and the team are undertaking

* Support and communicate the creation/updates of new processes, controls, checklists and procedures

* Maintain a positive attitude, be a role model/ professional at all times

The successful candidate will benefit from having:

§ Ability to work on own initiative and multi task

§ Extensive knowledge of collective investment scheme administration and the regulatory environment

§ General Admin experience desirable

§ Ability to work to set deadlines

§ Ability to use Excel and Word competently

§ Attention to detail and strong accuracy

§ Analytical skills are required to research and resolve enquiries

§ Good communication skills

§ Customer Service experience

§ Knowledge and understanding of FCA / HMRC regulatory Environment

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Job Overview

Date Posted:

Posted 1 week ago

Expiration Date:

04/12/2019

Location:

London

Job Type:

Contract

Salary:

Negotiable

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