Hybrid Operations Administrator – Customer Accounts

at interactive investor

• Job title: Operations Administrator – Customer Accounts
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Leeds, United Kingdom

About the role

• Operations Administrator managing tasks and compliance in the Customer Accounts team. Building relationships with internal and external partners in a hybrid work environment.

Responsibilities

• Responsible for the effective processing of tasks within the Customer Accounts team.
• Build great relationships with internal teams and external partners.
• Ensure compliance with department's policies, procedures, and regulatory obligations.

Requirements

• Provide exceptional customer service, to meet the needs of both internal and external customers.
• Communicate with customers via phone, email/letter to enable efficient straight-through processing where appropriate.
• Ensure timely and accurate processing of all customer documents and returned queries to meet customer expectations.
• Adhere to all relevant regulations applicable to your area of work.
• Accurately complete all departmental administrative tasks with a high level of precision.
• Escalate unresolved issues to Seniors or Specialists, supplying sufficient information to support effective investigation.
• Identifying and assisting vulnerable customers with sensitivity, discretion, and empathy. Ensuring all communications are clear, accessible, and considerate of individual needs. Complying with FCA guidance on the fair treatment of vulnerable customers
• Continually and appropriately challenge policy, processes and procedures, recommending improvements to increase efficiency and improve quality
• Be part of the departmental telephone query team to support all queries and requests from internal customers and external customers and legal representatives. Ensuring all interactions are professional, timely, and documented appropriately. Making outbound calls as required to resolve at first point of contact.
• Ability to identify complaints at first point of contact, investigating issues and co-ordinating with relevant departments to provide summary resolution communication (SRC). Responding to complaints in line with company procedures and regulatory standards.
• Work as part of a team, supporting colleagues and promoting a positive work environment & team spirit.
• Confident in delivering an efficient, consistent and high-quality service to our customers at every interaction.
• Ability to move between tasks and departments as business needs require
• Maintain the organisation’s first line of defence by ensuring individual adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance.
• Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Management Framework.

Benefits

• Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
• Life Assurance and Group Income Protection
• Private Medical Insurance – Provided by Bupa
• 25 Days Annual Leave, plus bank holidays
• Staff Discounts on our investment products
• Personal & Well-being Fund – Supporting your physical and mental wellness
• Retail Discounts – Savings at a wide range of high street and online retailers
• Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle