Transfers Specialist

7 months ago

Manchester, United Kingdom Interactive Investor Full time

To provide product (SIPP/ISA) expertise to the Transfers team, taking responsibility for escalations and issues arising on the transfer of customer accounts into and out of interactive investor.

To perform task validation, authorisation and quality assurance, as well as the administration and oversight of key controls.

The individual is required to utilise product expertise to resolve complex queries, identify inefficiencies, implement improvements and maintain compliance in the continually changing regulatory environment.

You will be responsible for the completion and administration of risk management documentation and the subsequent liaison with Operational Oversight.

KEY RESPONSIBLITIES:

- Perform live task validation, authorisation and quality assurance
- Use product expertise to resolve escalated queries to provide positive customer experiences
- Utilise skills and knowledge to coach and develop team members
- Be accountable and take ownership to resolve any customer dissatisfaction as required
- Identify opportunities for improvements to efficiencies and customer experience
- Be adaptable to change, with the ability to move between tasks as business needs require, working on wider departmental activity as and when the need arises
- Make informed risk decisions, effectively and credibly debating and challenging management recommendations within your role in line with the approved Risk Management Framework
- Documenting Risk Events and Regulatory Breaches, suggesting ways in which risks can be mitigated, using root cause analysis and maintaining oversight of controls
- Ensure all CASS related activities and processes are completed daily to safeguard client assets
- Leading the team as required, coordinating workloads and resource in order to maintain agreed SLAs
- Accountable for your own personal development and maintaining your skills and knowledge to keep up to date on ii products, industry best practises, legislative guidelines and regulatory requirements
- Maintain the organisation’s first line of defence by ensuring individual adherence to business and departmental processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance
- Update procedures, providing coaching to the team as required

**Requirements**:
Ability to work in an environment which requires a high level of accuracy, under pressure, delivering against exacting deadlines
- Organisation skills to manage completion of daily task and meet exacting deadlines
- Ability to build rapport with customers and third parties across all communication channels, maintaining calm during pressurised situations, and share information in a clear and logical manner
- Strong communication skills to provide feedback/coaching and technical awareness across team members
- Ability to work through issues, identify root cause and implement

changes to maximise business efficiency and enhance the client experience
- Proactive and enthusiastic, with a willingness to learn new skills
- Flexibility to move between different tasks and departments at short notice
- High degree of computer literacy - ability to navigate internal systems, and knowledge of Microsoft Office
- Effective use of MI and data analysis
- Knowledge of the regulatory environment and associated risks that require managing
- Knowledge of the Financial Services Sector
- Understand the principles of Treating Customers Fairly
- Understand FCA guidelines, particularly those relating to CASS

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