1. Core Responsibilities
- Handling incoming and outgoing telephone calls from both existing and prospective customers and dealing with all queries in a professional manner.
- To manage non voice tasks, like working on mail, secure messages and manual letters.
- To demonstrate an all-round knowledge of the company’s products
- Follow up to ensure that appropriate actions were taken on customers' requests.
- Refer unresolved customer grievances or special requests to designated departments for further investigation.
- Contributes to team effort by accomplishing related results as needed.
- To ensure the timely communication of information to colleagues and line management
- To maintain timelines and work as expected to fill and complete tasks
- Adherence to legislative regulatory and compliance standards.
- 100% attendance on all the company’s mandated trainings.
- Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.
- To respond to all enquiries, whether received by telephone, in writing, by e-mail or made in person efficiently, professionally and within any specified timescales.
- Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.
- To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc..
- To ensure the timely communication of information to first line manager.
- Follow basic behaviours and expectations of maintaining schedule adherence
- Follow and respect company values and act and support accordingly
2. Experience Requirements
- 1 to 3 experience working in an international call centre environment, undertaking a voice process is essential
- 12 months previous experience working within the financial services industry is desirable
3. Qualification
- SSLC qualification is essential
- PUC qualification is essential
- Graduation in commerce stream is desirable
4. Knowledge Requirements
- Intermediate level skills in Microsoft Word and Excel are essential
- Basic knowledge of UK mortgage and/or savings products is desirable
5. Skill and Competency Requirements
- Strong communication skills both written and verbal
- Understanding of risks and internal controls
- Attention to detail and organisational skills
- Problem solving and analytical skills
- Good people management skills
6. Responsibilities re Information Security Management System (as per ISO 27001 Certification Requirements)
- Ensure strict adherence to company’s security policies and procedures (for ex: Password policy, clear screen and clear desk policy, etc.)
- Take ownership of all the assets/information assigned and secure it in compliance with ISO 27001 standard implemented in the company.
- Co-operate and co-ordinate for the internal audits conducted in the company (complying to ISO 27001 standard).
- Report to the Incident Response Manager, any incidents you come across in the office with regard to Security threats like threats to physical asset & stored information or any risks detrimental to the Security Policies of the company, etc.,.
- Responsible to supervise in ensuring that all personnel reporting to you shall observe all Security requirements and be appropriately trained in Security.
