Customer Service Agent (Commissions)

An exciting opportunity for a highly customer focused Commission Enquires Agent have arisen within our Cardiff office. Your key accountabilities will be to provide an excellent consistent service to all customers, following regulatory and internal standards and to ensure all customer needs are met contributing to maintaining overall standards within organisation.

PURPOSE

The successful candidate will need to provide an excellent consistent support service to all intermediaries and internal customers in respect of investigation of commission and fee related queries whilst following regulatory and internal standards. The enquiries may be directed via the telephone, written or e-mail and are resolved immediately or logged for resolution post initial contact.

PRINCIPLE ACCOUNTABILITIES

1 Demonstrate an excellent level of customer service; to build rapport and to resolve the commission and fee related enquiries via telephone through utilisation of knowledge, systems, ownership and soft skills.
2 To have a working knowledge of Commission Calculations and commission and fee run times and affected systems for all products and procuration fees to deal effectively with all intermediary.
3 Consistently handle inbound and outbound calls in a timely, high productive manner ensuring all calls are consistently handled in accordance with regulatory and internal DPA standards.
4 Maintain an accurate record of telephone work received to allow detailed MI to be produced allowing for a clear understanding of current and future volumes and trends to allow management to be more responsive to changing resourcing needs.
5 Provide a professional and quality response to all written commission and fee enquiries making sure that both the original request and the reply are recorded immediately and are easily retrievable and that any resulting actions are dealt with promptly within agreed service levels.
6 To have a competent working knowledge of all tasks undertaken by the team and work together to achieve the teams objectives ensuring principles on Customer Experience, Every day matters, Our Strategy, Employee Engagement and treating customers fairly are met.
7 To demonstrate an understanding of the departments processes, systems and procedures through a co-operative working relationship. Be able to effectively share knowledge when required.

Additional Information

This is a temporary role for initially 6 months.

Salary: will be between £26,000per year.

Working Hours will be between 9am – 5pm Monday to Friday with the occasional Saturday hours.

Our Cardiff offices are close to the city centre with Cardiff Queen Street train station only five minutes’ walk away.