Customer Service Advisor - Financial Crime Working From Home

Customer Service Advisor - Financial Crime
Hours: 9am-5pm Monday - Friday (37.5 hours per week)
Location: Remote (Working from home)
Salary: £110 per day, PAYE

Our client is passionate about truly listening to our customers to make banking more simple, personal, and fair. And change like that doesn't happen unless we all speak up with new ideas and challenge things that could be better.
Joining as a Customer Contact Advisor you will support with customer queries and gather data to pass on to internal Investigators. We'll look to you to enable the efficient management of fraud and Financial Crime.

Training is typically a 6-week course, in the first week you can expect to receive your IT Kit inc headset delivered to your home address, meet the team via Microsoft Teams and conduct your e-learning modules.

Day in the life of a Customer Contact Advisor:

• Mixture of both inbound and outbound calls with both personal and business customers as well as 3rd parties answering Remediation and Financial Crime queries.
• Ensuring great quality calls with customers, the focus on is the customer experience more than how many calls are taken per day.
• Completion of Know Your Customer (KYC) data capture inc review of bank transactions, personal details
• You'll use various systems to ensure all queries raised are fully answered, ensuring the account is updated to reflect the conversation.
• Taking ownership and appropriately question callers to fully understand the nature of the query, to ensure full resolution.
• Identify vulnerable customers, or customers facing financial difficulties, and transfer these calls to the dedicated internal teams.
• You'll ensure all regulatory and legislative guidelines are adhered to, including compliance with the FCA, and GDPR.
• Achievement of Key Performance Indicators, such as: quality assurance, "not ready" and adherence targets.

Knowledge, Skills, and Experience:

• You'll be confident receiving inbound and conducting outbound calls
• Sound knowledge of data gathering over the phone or in person
• A keen eye and attention to detail
• Excellent written and oral communications skills including report writing skills.
• You can communicate well by speaking to people face to face / telephone /and in written form.
• Experience working in a service level driven environment.
• Experience of owning a process to enable independent management of an administrative work stream.
• Willingness to partake in ongoing training and cross-skilling
• Strong IT skills, particularly MS Office.

Vetting Requirements:

• Proof of Right to work in the UK
• Proof of National Insurance - NI Card, Payslip or P60/P45
• Proof of Address dated within the last 3 months - Driver/Provisional License, Utility Bill, Bank Statement (not an online document)
• 3 Years referencing details (Blue Arrow will apply for these)
• DBS (processed by Blue Arrow- External DBS accepted if on the update service
• Credit Check & Media Check
• Non-Disclosure Agreement

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.