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Case Handlers - Banking

Job No:


Employer Reference:

SOC Code:


9.73 - 9.73 per hour
9.73 per hour



Manchester UK


Full time

Date posted

Nov 11, 2017

Closing date

Pension details


Case Handlers. UKs Leading Banking Group. Manchester City Centre. 9.73 per hour. Start 4th Dec 2017. Superb Training. Long Term Contracts.We are recruiting a number of Case Handlers to represent the UKs leading Banking Group in their Bereaved & Power of Attorney Customer Services Department.The Role:Core Purpose of the Role: Working on a ?Customer Critical Activity? within the case handling area of the Bereaved team to manage customer accounts. The role includes establishing the correct tax status in line with HMRC Regulations, calculating the necessary interest dependent on product, and the finalising of estates upon the death of a customer (in some cases this could include debit balances, with added sensitivity). The role requires an ability to adapt communication style dependent on the ?customer? (next of kin, solicitors), demonstrating empathy, professionalism and using judgment to make complex decisions based upon information presented across multiple products, brands, systems and customer types (including legacy products). You will ensure the case is managed ?end to end?, that closure of estates are actioned in a timely manner and the delivery of excellent customer service. You will be consistently achieving the required Conduct Risk standards associated with a Customer Critical Activity, and be responsible for the validation of legal documentation, taking actions as required.Key Capabilities / Knowledge: ?Making Good Decisions: Selects the best course of action based on the available information for customers/next of kin/solicitors, in accordance with law and regulations (including HMRC Regulation). ?Quality Focused: Highly motivated and results orientated, remaining focused on quality and empathy through a key Moment of Truth, and ensures accuracy in accordance with law. ?Attention to Detail: Ensures information complies with relevant procedures, law and regulatory requirements, correcting mistakes promptly and using judgment where actions are required. ?Excellent communication: Negotiation and influence skills with the resilience and ability to influence others. Carrying out telephone calls with empathy and professionalism. Providing Excellent Customer Service: Exceed customer expectations with quality customer service, meeting customer needs through ?right first time delivery. ?Numerical skills: To calculate customer information (tax, interest etc), ensuring compliant with regulation (including HMRC) and internal policies. ?Team Working: Works co-operatively, openly exchanging information and supporting colleagues to achieve business goals. ?Adapting to Change and Uncertainty: Identifies new learning and self development opportunities that arise from change at work. ?Self Motivation: Puts energy & commitment into completing work to the best of ability. Looks to exceed performance standards & targets & sets personal goals. ?Financial Services Knowledge: Has knowledge and experience of financial services products and procedures.Applicants will be required to pass vetting including financial probity, criminality and employment as part of the recruitment process.To apply please forward your CV through the link.Interviews will be held in Central Manchester w/c 13th November.

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  • If you are looking for work, Tax Credits could top up your earnings
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  • This vacancy meets the requirements of the National Minimum Wage Act
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