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    4. Customer Operations Representative Edinburgh 2023
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    To administer requests from customers and advisers on Self-Invested products, ISAs and GIAs ensuring strong service levels and quality standards are maintained.

    Team Responsibilities

    Provide Pension Administration and ISA/GIA services to FNZ Clients, which can include Investment Trading transactions, General Servicing transactions, New Business transactions, Money In/Money transactions out transactions and other Support activities.

    Specific Role Responsibilities

    • Completion of daily allocated work and tasks, ensuring annual average productivity levels agreed are delivered.
    • Consistent achievement of agreed quality auditing standards and maintain process accreditation.
    • Ownership of personal development to enhance skills and experience.
    • All mandatory training courses taken and required pass mark achieved.
    • Suggest possible areas for process improvement which would result in an enhanced customer experience and/or cost savings to the company.
    • All processes and financial transactions dealt with in adherence to IFC, CASS and SYSC rules for both processing and authorising, where permitted.
    • Provide Team cover as required to ensure FNZ client service agreements are delivered.

    Performance Assessment

    • MI to demonstrate achievement of daily work item clearance and achievement of agreed productivity levels, reviewed in monthly one to one meeting with team manager.
    • MI to demonstrate achievement of agreed quality auditing level and maintaining process accreditation.
    • Mandatory training completed and passed by required date.
    • Breach MI to demonstrate process and financial transactions breaches do not exceed agreed levels.

    Experience Required

    • Graduate or relevant Financial Services experience
    • Strong attention to detail.
    • Excellent customer service skills.
    • Ability to manage your own time and deliver to deliver to deadline.
    • Ability to innovate and suggest improvements.

    Opportunities

    • Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world’s largest companies;
    • Remuneration and career advancement is based on individual contribution and business impact rather than tenure or seniority;
    • We provide significant financial rewards for high performing individuals; and
    • We provide global career opportunities for our best employees at any of our offices.