Banking Services - File Reviewer Banking Services - File Reviewer …

Michael Rothstein Ltd
in London, England, United Kingdom
Temporary, Full time
Last application, 18 Feb 20
Competitive
Michael Rothstein Ltd
in London, England, United Kingdom
Temporary, Full time
Last application, 18 Feb 20
Competitive
Great opportunity for diligent and skilled professional

Banking Services - File Reviewer 

  • To accurately carry out first line account reviews on customer files of the bank
  • To provide a prompt and courteous service for customers of the Bank at all times – general account management and enquiries.
  • To address Account Reviews – to complete all assigned account reviews in line with policy, by the time period agreed with your line manager.
  • To process ‘nature and purpose’ queries – addressing correspondence to clients within 24 hours and promptly following -up as applicable.
  • To assist with account maintenance and change of customer details (e.g. change of name, address mandate, closure of account etc.)
  • To assist with the process of Returned Mails.
  • To assist with the processing of Stopped and Returned Cheques (mail cheques to client via recorded delivery).
  • To assist with customer enquiries via phone, by email and face to face.
  • To undertake any other duties assigned from time to time within the term of the contract.

Key Performance Indicators

  • Level of customer satisfaction (measurable by administering questionnaires periodically)
  • Zero Error Rate (Standard of accuracy & thoroughness)
  • Zero Customer Complaints
  • Turn Around Time for duties & responsibilities
  • Compliance and adherence to Policies and Procedures
  • Number / value of fraud attributable
  • Level of Risk Awareness
  • Co-operation and contribution towards set objectives
  • Interpersonal Relationships (client/customers/team members)
  • Contribution to bank’s performance – i.e. cost savings & charges collection (including initiatives)
  • Adherence to the SMCR’s COCON rules, namely:
  • Rule 1: You must act with integrity
  • Rule 2: You must act with due skill, care and diligence
  • Rule 3: You must be open and cooperative with the FCA, the PRA and other regulators
  • Rule 4: You must pay due regard to the interests of customers and treat them fairly
  • Rule 5: You must observe proper standards of market conduct.
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