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Customer Services Quality and Technical Specialist (O911758)


Assurance & Insurance

Salary DOE plus benefits package

Full time / Permanent

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Job description


Our leading Douglas-based Finance Sector Client is undergoing a time of significant growth and transformation as they integrate a recent corporate acquisition. To support these endeavours, they are seeking to hire a Quality and Technical Specialist to join the Customer Service team.

Role Profile

The purpose of the role is to provide a point of contact for regulatory, technical administration assistance and general relationship management to brokers and the company's sales force, as well as the ongoing assessment of administration quality standards. The individual will also deputise for the Customer Services Manager.

Key duties will include:

  • Ensuring that new business applications have been accepted and processed in line with regulatory requirements and comany internal guidelines & procedures
  • Provision of technical support and responding to detailed portfolio queries from internal and external clients
  • Delivery of training to the team to ensure knowledge of product range is in line with customer demand and new procedures and any changes are communicated and understood
  • Investigating and responding to any complaints, conducting root cause analysis
  • Establishing and maintaining strong relationships with brokers, sales and regional offices

Person Profile

  • A minimum of 5 years' financial services experience ideally in new business
  • Relevant professional qualifications (e.g. the ICA Certificate of Advanced Certificate in AML) would be advantageous
  • Detailed knowledge of the IOM FSA's AML/CFT Requirements and Guidance for new business, ideally for regulated investment business
  • Excellent planning and organisational skills
  • Strong communication skills
  • Ability to deliver accuracy and quality performance
  • Able to listen, communicate and challenge effectively at all levels of business
  • Ability to mentor individuals

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