Customer Service Advisor

Job Type: Permanent

Location: Isle of Man

General Purpose
Act as a first point of contact for customers, Dealers and Brokers. Provide exceptional customer service to all customers establishing and meeting their needs. To provide administrative support and maintain accurate records.  

Key Tasks, Responsibilities and Accountabilities
• To provide administrative support primarily for all areas of the Operations & Customer Services team or as instructed by line management
• Answer the telephone and deal with customers questions or queries in a professional way
• Meet with customers face to face and explain requirements, product and services
• Help customers complete application forms or documentation and explain and collate Anti Money Laundering and CDD document requirements
• Production of lending and deposit taking documents to agreed standards
• Accurately document, complete and file create payments for relevant customers and third parties as required
• Log information on calls received and file create payments for relevant customers and third parties as required
• To file / scan / save all work as directed, and to accurately maintain all related systems, files and data
• Establish and maintain effective working relationships with co-workers and the general public
• Assist in covering reception duties as required
• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures
• Maintain awareness and comply with all anti-money laundering legislation, regulations, policies and procedures relevant to the firm 
• Participation in the training process to ensure compliance with all policies and procedures relevant to the role.

Principle Accountabilities

• Contribute to the process of continuous improvement by identifying and escalating/actioning ideas as appropriate
• With the assistance of the line management, develop ideas that improve business performance and establish best practice
• Ensure the quality delivery of services to customers, colleagues and other areas of the business
• Identify and escalate any problems that impact on service standards
• In association with line management, agree any personal training and development needs to ensure personal knowledge and skills are developed appropriately
• To build and maintain flexible working partnerships both internally and externally
Knowledge, Experience and Skills
• Proven experience in a similar administrative role within financial services, preferably banking, with appropriate skills and knowledge
• A minimum of 5 GCSE’s (or equivalent) at Grade C or above, including Maths and English
• Good organisational and communication skills
• Ability to work under pressure and to tight deadlines
• Good working knowledge of Microsoft Office packages
• Interpersonal skills to allow ability to build and maintain relationships
• High attention to details, producing work to high standards with a professional detailed conscientious approach to work

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