Job Details  
Advertiser: IFDS

Job Title: Customer Service Senior Associate (Operational Con
Rate:£ Per Year    Benefits: Competitive
Description: Summary

The Complaints Team oversee the administration by DST Systems for their clients. These are resolved by telephone or written format, whilst complying with SLA’s and Regulatory requirements. The team also ensure the provision of related statistical data and supporting documentation for both internal and external customers


• Reference salary based on experience and in line with the ACE salary progression scheme

• 20 Days holiday (increasing by 1 day for every year’s service up to a maximum of 25 days)

• 6% non-contributory pension scheme

• Life Assurance (4 x salary)

• Single person healthcare

• flex benefits scheme

Main Responsibilities

* Administration received relating to DST business processing and administration, within agreed Service Level Agreements (SLA’s) and Regulatory deadlines.
* Liaison between Management Companies, Customers, Client Relationship Managers (CRM’s), DST Group Compliance and administration areas, concerning the resolution of complaints.
* Establish and compile complaints root cause data to providing Management with analysis and regular feedback. Escalate root cause related issues to prompt the review of procedures and training requirements, to prevent the recurrence of the root cause, whilst working with the administration areas to review their processes.
* Ensuring culture of TCF adhered to at all times
* Provide timely and accurate compliance data for Management Companies, CRM’s and DST Group Compliance to enable all parties concerned to operate in a compliant manner.
* Resolution of all complaints within SLA, meeting KPIs and complying with Regulatory deadlines and rules.
* Accurate and timely data input to maintain the complaint information within SLA and in a compliant manner.
* Achieving personal & team objectives.
* Accurate quality checking of header sheets and sequence of events to provide supporting and compliant documentation to support the complaint investigation process to resolution and final closure.
* Alert ISR manager to any trends detected whilst resolving a complaint
* Provide coaching and development feedback to all levels of staff to prevent recurrence of same root causes.
* Application of the escalation procedure in the event of serious complaints and potential problem which may impact adversely on the ISR team’s ability to meet SLA’s and or regulatory requirements.
* Accesses complaints and makes redress recommendation to demonstrate a fair and reasonable solution

Ideal Candidate

* Previous Financial Services complaint handling experience
* Ability to investigate, summarize and express findings in writing or verbally
* Analytical ability to determine root cause of complaint and make recommendations.
* Ability to work as part of a team
* Good personal organisational skills to administer complaints within SLA.
* Intermediary knowledge of WORD & EXCEL
* Attention to detail and ability to work under pressure within tight timescales
* Excellent communicator in writing, by telephone and face to face.
* Experience of working within the Financial Services Industry or regulatory environment - Ideally
* Knowledge of FSA regulatory environment - Ideally
* Good proven letter writing skills
Skills Required: Administration
Job Type: Permanent
Start Date: FEB2018     Duration:
Contact: DST Systems Contact E-mail: Click
Contact Tel: Contact Fax:
Reference: DST/TP/46441/10336 Added: 03-01-2018
  IMPORTANT: For jobs based in the UK it is unlawful to employ a person who does not have permission to live and work in the UK. Please ensure you have this permission before applying, unless the advert states otherwise.
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