Senior Financial Services Advisor - Manchester, United Kingdom - N Brown

N Brown

Verified Company

Manchester, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job details:

Salary Competitive & excellent benefits
LocationManchester
Discipline Financial Services & Customer Operations

Reference01668

Contact NameAJ Marsh

The role
of Senior Financial Services Advisor
You'll play a pivotal role in shaping how our Customer Services function will operate with our new credit brand.

In our new Model Office, you'll handle contacts relating to all types of enquiries and deliver good outcomes to our customers.

As a Senior Financial Services Advisor, you'll be involved in process mapping, change and testing our new system capabilities, providing feedback and insight into how we can improve and shape our customer service function.

You'll work closely with Team Managers and the wider operation to support your colleagues, conduct Quality Assurance reviews and spot opportunities for continuous improvement.

N Brown - who we are and why work
for us?

At N Brown, we're committed to building a diverse workforce and creating an inclusive environment that values equality for all.

Our vision is that by 'championing inclusion, we'll become the most loved and trusted fashion retailer'. Diversity, Equity, and Inclusion are, therefore, at the heart of our culture.

We're a forward-thinking digital retailer with a financial services proposition to be proud of. We're customer-obsessed, serving them through three core brands: JD Williams, Simply Be, and Jacamo. We're experienced, with over 160 years of trading under our belt.

We're inclusive, as we believe in fashion without boundaries; and we're sustainable, striving to make as little impact on the planet as possible.

What you'll be responsible for as a
Senior Financial Services Advisor:

During periods where there are no ongoing Projects, activities and responsibilities would fall in line with an operations Senior Advisor._

Key Responsibilities:

Identify and investigate potential instances of fraud or suspicious activity reported by our customers or detected through internal monitoring systems to safeguard customer accounts and prevent fraudulent transactions
Support customers who are facing financial difficulties by finding an appropriate solution which delivers a good customer outcome, and where appropriate, considers any vulnerabilities the customer may have
Receive, investigate and resolve customer complaints ensuring complaint handling regulations are adhered to, and customers are communicated with in a clear and empathic manner
Identify any defects in the systems and ensuring they are documented and escalated in the agreed way to support the continuous improvement of the new platform
Stay up to date with current industry and FCA regulations and guidelines
Ability to consistently achieve required Key Performance Indicators and targets
Liaise with SME's to map our current 'asis' processes and create our 'tobe' process maps to allow the business to accurately carry out impact assessments on all areas of Customer Operations
Support the operation with any adhoc tasks and actions relating to ongoing or future projects
Work with the business in testing the new credit platform to ensure that the solution works as expected
Support and mentor colleagues through the introduction of our new credit proposition and any other future periods of change, and offer peer to peer support where required
Work closely with team managers to carry out Quality Assurance reviews and coach colleagues where areas of opportunity arise
Collaborate with the wider operation to share insights, findings and feedback from both customers and colleagues

What you will need to succeed as an Senior Financial Services Advisor

Job Qualifications and Skills:

Proven experience in a customer services role, preferably within financial services such as collections/recoveries, complaints or fraud
Excellent communication and negotiation skills
Strong problemsolving and analytical abilities
Ability to manage multiple tasks and priorities
Strong attention to detail
Familiarity with FCA regulations and guidelines
Positive and professional attitude
Strong sense of integrity and commitment to customer satisfaction
Resultsoriented and able to work independently and manage your own workload
Strong team player
Excellent listening and communication skills
Ability to work under pressure and handle difficult situations with tact and diplomacy
Adaptable and able to work in a fastpaced, everchanging e

What's in it for you?

24 days holiday (+ 8 bank holidays) with the option to buy an additional 10 days
Annual bonus scheme
Enhanced maternity and adoption leave
Access to Apricity, a selffunding IVF benefit at a reduced rate
Company pension with up to 8% N Brown contribution Mental Health support both internally and externally, including access to our wellbeing champions and counselling services
A range of financial wellbeing suppor