My Client are looking for experienced Customer Service Advisors with a financial services background.

• Take inbound sales calls in response to customer demands

• Take inbound calls in response to customer enquiries including balance history, transaction history, spend/authorisation problems, card activation issues, lost and stolen cards and any issues relating to the use of the card

• Highlight to Line Manager, any apparent trends / changing in call types

• Make outbound calls to customers to confirm transactions that may appear to be fraudulent. This will include Pre-paid cards and Card Guard

• Complete ad hoc outbound / inbound campaign to satisfy client requirements

• Assist with liaising with Disputes and Chargebacks

• Dealing with inbound and outbound post. This may include Experian documents, scanning post received and managing returned cards

• To meet and maintain a quality standard of 80% for calls and 90% for data integrity

• Ensure all concerns / complaints and escalations are dealt with in line with TMS / client policy

• Ensure Anti Money Laundering (AML), Know Your Customer (KYC) Identification and Verification (ID&V) processes are adhered to and any concerns raised in the correct timely, manner

• Ensure that Key Performance Indicators (KPI’s) are achieved in order to meet Service Level Agreements (SLA’s)

• Participate as required in reviews of operational processes that will support the growth of the business in terms of both revenue and client service delivery

• Use agreed company methodology and processes to ensure full internal and client audit trail is maintained. Input to the process of contact reporting

• Retain and constantly update product knowledge on a daily basis on the various qualifications, using methods that are available

• Maintain an understanding of team and operational customer satisfaction ratings

• Strive through best practice management to improve ratings

• Good working knowledge of Excel
• Excellent pro-active problem solving mentality
• Good analytical skills with high attention to detail
• Good administration, interpersonal and communication skills
• Knowledge of Total View would be advantageous
Flexible attitude to working hours