Operations Administrator - Customer Accounts

Job Title:Operation Administrator
- Customer Accounts

Location:Leeds

Salary:£28,300

Workplace Type:Hybrid (3 days a week in the office)

Employment Type:Full-Time

interactive investor is an award-winning investment platform that puts its customers in control of their financial future.

We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £80 billion and over 500,000 customers.

For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.

We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.

We are recruiting for an Operations Administrator to join our Operations team. This Operations Administrator role is responsible for the effective processing of tasks within the Operations department, this includes but not exhaustive to Cash, Settlements, Accounts, Pensions, Transfers, Reconciliations and Corporate Actions. Ensuring accurate adherence to the departments policies, procedures and regulatory responsibilities.

This role will also include building good relationships with both internal departments and external stakeholders.

Responsibilities will be providing the highest quality service to our customers and answering queries from the Customer Services department and dealing with email/phone queries from customers that relate to Operational processes.

• Provide outstanding customer service to meet the requirements of both internal and external customers
• Make customer contact via phone, email /letter to enable straight through processing, where appropriate
• Timely and accurate processing of all customer documents and returned queries to ensure that customer’s needs are met
• Adherence to the regulations that apply to the area that you are working in
• Responsible for the processing of all departmental administration tasks, with a high degree of accuracy
• Escalate any unresolved issues to the Specialists providing them with sufficient information to investigate the issue
• Continually and appropriately challenge policy, processes and procedures, recommending improvements to increase efficiency and improve quality.
• Be part of the departmental telephone query team to support all queries and requests from internal customers, making external calls to customers as required
• Work as part of a team, supporting colleagues and promoting a positive work environment & team spirit.
• Confident in delivering an efficient, consistent and high quality service to our customers at every interaction.
• Ability to move between tasks and departments as business needs require
• Maintain the organisation’s first line of defence by ensuring individual adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance.
• Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Management Framework.
• Logging Risk events
  - Understanding Risk via training and documentation available.

• Advanced ability to work in an environment which requires a high level of accuracy
• Advanced organization skills to manage completion of daily task and meet exacting deadlines
• Advanced communication skills (written and verbal) – ability to build rapport with customers and 3rd parties across all communication channels, maintain calm during pressurised…