Operations Support Specialist
Contract Length: 4 months fixed term contract
Salary: £23k-£23.7k
Starting on 1st June and ending 30th September (Remote working)
Outline of the role:
The role will support our clients schools fee plan product essentially dealing with our parents and schools during the renewal period in the summer. Good customer service background will help as the client normally sees an influx of calls and emails during the summer period.
Duties:
- Where required liaise with both internal and external customers (inc. partners) providing support in ensuring their needs are met
- Act upon below requests and remediate identified errors in the loan admin system:
- Email response to queries
- Change bank details.
- Cancellations
- Payment date changes
- Appropriate removal of recovery codes
- Keying of data
- Preparation of data for keying
- Contract changes
- Payment allocation
- Posting of charges
- Refunds and manual payments
- negotiating resolutions with partners and customers in relation to unpaid instalments for the SFP product
- Scheme and Facility setup/maintenance
Other Duties:
- Maintain and action daily reports.
- To ensure that all controls and protocols are strictly met.
- Ensure that all telephone queries are dealt with effectively and efficiently.
- Ensure all correspondence (email/letters) are dealt with within 24 hours of receipt.
- To mentor colleagues on tasks
- To highlight Issues and escalate appropriately.
- Liaise with other departments within the organisation to ensure first time resolution to queries and issues is achieved where possible.
- At all times comply with the Code of Conduct and related policies issued from time to time, in particular the Fit and Proper Policy.
- Attend and complete any mandatory Compliance training within required timeframes.
- Other such duties and responsibilities as may reasonably be required from time to time.
Please note in order to be considered for this role, you must be available to commit to the full FTC from 1st June and ending 30th September.