Job Description

Duties include:
Ensure customers’ offshore tax status is protected and agreed activities are managed within the relevant jurisdiction
Provide active support to colleagues and customers, ensuring all service levels, policies, procedures, risk and governance are adhered to by the team and prompt escalation and ownership of any issues and improvement opportunities
Responsible for supporting with carrying out various high priority tasks within the team. They will demonstrate exceptional and empathetic customer service, whilst maintaining the necessary level of accuracy, quality and ensure delivery against key deadlines
Core role will involve supporting customers to obtain necessary documentation when they advise us of a bereavement and assisting the team with very complex cases
Deal with all system, telephone, email referrals and escalations in relation to manual and online payments (inward, outward and online) and related processing
Investigate AML transaction alerts, applying curiosity when speaking with customers
Supporting the business to prevent fraud
Recover fraudulent payments quickly whilst helping customers through these distressing incidents

You will ideally have experience within the financial services industry, preferably in Operations. You will demonstrate understanding of valuing the importance of meeting and exceeding customer expectations, successful history of meeting work based individual and team targets and analytical ability. You will be flexible and professional under pressure, with strong interpersonal skills together and a focus on succeeding in a challenging environment.

A minimum of either five GCSEs (including English and Mathematics), a strong level of computer literacy and proficient keyboard skills are essential for this role.