Description
We require a Customer Service Executive to work for a leading Insurance client based in Stirling
Overall Job Purpose for the Customer Service Executive:
A successful Customer Service Executive is needed to provide a good customer service by accurately processing and authorising a variety of customer transactions, including complex and non standard transactions. This will be processed within agreed service levels and approved financial authority levels where appropriate.
Accountabilities/Responsibilities for the Customer Service Executive will be:
* Processing transactions to agreed service levels, quality standards and where relevant within agreed financial authority limits.
* Handling complaints in line with area guidelines.
* Processing non standard or complex transactions/calculations, including manual processing where required, ensuring that TCF principles are upheld.
* Contact customers by telephone, fax, e-mail or letter to resolve queries/obtain information.
* Deal with customer data ethically and in accordance with FSA requirements.
* Checks the work of others where appropriate to ensure that standards of accuracy, clarity and financial integrity are maintained, and that TCF principles are upheld.
* Provides informal guidance and/or training for colleagues as required.
* Completes independent quality and accuracy checking of work.
* Supports and takes an active role in service improvement/process improvement initiatives or projects as required.
* Assists management team where appropriate.
* Keeps own knowledge of processes, products and appropriate regulation up to date.
* Achieves agreed performance levels
* Implements and maintains personal development plan, and is proactive in own self development.
* Completes performance management documentation in line with agreed timescales.
* Displays key behaviours at appropriate level.
* Understands and adheres to the clients policy and all relevant regulatory policy.
* Ensures all payments are dealt with in line with delegated authority requirements.
Competence/Knowledge/Skills required
Knowledge
* Good communication and mathematical reasoning skills (5 GCSE's or equivalent)
* Good understanding of all relevant legislation eg Data Protection Act, Money Laundering requirements
* Good understanding of relevant products and systems, including PC skills
* In depth understanding of relevant processes
* Relevant professional qualifications
* Understanding and application of agreed authority limits
Skills
* Good customer focus and complaint handling skills
* Good keyboard skills, and familiar with Microsoft Word and excel.
* Good call handling skills
* Good organisation and time management skills to prioritise workloads.
* Good analytical, problem solving and decision making skills
* Coaching, training and feedback skills
* Understanding of and ability to display behaviours in line with concept of Challenge, Deliver, Inspire and Connect
Qualifications
* 5 GCSE's or equivalent
* ICS desirable
* CF1/FA1/FA2 desirable
* Education to Higher level or equivalent desirable
Experience
* Previous experience of financial services or a customer service environment is desirable
Please send all CV's.
Rullion Computer Personnel Ltd is acting as an Employment Business in relation to this vacancy.