Adviser Support & Focus

Job Description

Duties include:
Ensure all calls and emails received are reviewed and correctly distributed within the agreed service standards and that all systems are updated accordingly whilst ensuring all allocated correspondence is completed within the agreed SLAs
Understand and comply with the internal data protection and security policies and procedures
Ensure that when dealing with IPB queries, these are referred via email to the correct department. When Chargeable events queries are received to correctly initiate workflow
Recognise any complaints received within the area and refer appropriately within the required timescales. Where possible to begin the investigation and ascertain which business area the complaint lies with
Monitor the agent adviser system and provide telephone cover as appropriate to ensure departmental SLAs are maintained and a positive customer experience
Ensure that all calls and email enquiries are handled in a professional manner, taking ownership of recording and following these through to resolution. Expectations must be managed at all times
Provide support to front office teams as appropriate to reduce referrals that may otherwise impact on daily processing within the back office teams
Review the ICOFR system access controls for the business and ensure that all responses are received in line with the agreed service level of 48 hours on a weekly and half yearly basis
Complete (or authorise) the team daily control reports, including the regular withdrawal audit report
Support the on-going development of the department via project involvement and delivery of ad hoc tasks and requirements whilst working to achieve both personal and departmental objectives

Skills and experience required:
FA1 & CF1 (or equivalent regulatory qualification) desirable