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Call Center Agent

Pontoon
Job LocationEdinburgh
EducationNot Mentioned
Salary£11.00 - £12.00 per hour
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract , full-time

Job Description

Call Centre AgentEdinburgh6 Months£12.22 Per Hour PAYE My high-profile banking client are currently recruiting for a Call Centre Agent to work within their Transfer Agency Department on a hybrid basis from their Edinburgh offices. 2 days a week in office 3 days from home. Monday - Friday 9-5 office hours.Duties and responsibilities

  • Responds to phone and email inquiries from mutual fund shareholders regarding, among others, financial transactions, account information or processing a transaction.
  • Handles requests to make updates to shareholder accounts or instructs shareholders on how to make account changes.
  • Answers phones and responds to shareholder emails with inquiries handled without a handoff for assistance.
  • Follows the best practice call outline when addressing and closing standard calls and to ensure that the most current information is provided. Follows internal quality standards, the current workflow for each call type (Maintenance, Financial and Escalatedissue), and security protocols.
  • Completes security forms in compliance with regulatory requirements.
  • Actively listens to shareholder needs in order to provide service that ensures continued shareholder satisfaction and complete, accurate fulfilment of shareholder asks.
  • Makes an initial determination of which inquiries should be escalated or will necessitate completion of an electronic ticket.
  • Confirms conclusions with more senior team members.
  • Escalates inquiries or completes electronic tickets to initiate delivery of historical statements or pass forms to shareholder as requested.
  • Has a clear understanding of Policy and Procedures.
  • Completes standard security protocol to verify shareholder identity and prevent fraud prior to releasing information.
  • Handles customer complaints following our standard procedures and regulatory guidelines.
  • Proactively adjust own management of call flows in response to feedback.
  • Responsibilities are limited to own conduct, accuracy and efficiency when handling interactions with stakeholders via phone or email.
Skills and experience
  • Customer service experience in the financial service market preferred.
  • Confident using basic Microsoft Office packages
  • Professional attitude
  • Good organisational skills
Please be advised if you havent heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyones chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations,gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Keyskills :
BankingCall CentreInboundBanking AdministratorTA Administrator

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