Key Duties:

• Handling escalated telephone and written enquiries.
• Dealing with queries received into group e-mail databases.
• Handling escalated calls from nominees, shareholders, Financial Advisors, Aberdeen colleagues and other enquirers.
• Assisting with statement checking.
• Efficiently processing work to meet customer expectations at reasonable cost.
• Providing the highest level of customer service within agreed service standards.
• Customer Service TPA - Demonstrating a commitment in assisting the company’s TPAs to achieve the same by providing thorough responses to requests for assistance whilst demonstrating a helpful and positive attitude.
• Challenging IFDS as part of monitoring oversight.
• Monitoring - Quality monitoring of TPA AML, call centres, written enquiries registration, dealing.
• Contributing to the success of departmental Compliance and Internal audit checks and monitoring reviews (i.e. with no or, minimal findings and issues raised).
• Being aware of (and avoiding) the potential causes of Compliance breaches.