Small World Money Transfer
Small World Financial Services - Finanzas
Small World Money Transfer
Small World Financial Services - Finanzas
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Back Office Support Officer

Job purpose summary: To work as part of Customer service team, providing support to the other departments and dealing with internal clients and colleagues on daily basis.

Hours: 42 Per week; Monday to Friday 9.00 to 17.00 and One Saturday in a month 9.00 to 17.00

Location: Vauxhall, London

Position reports to Senior Customer Service & Back Office coordinator

General Responsibilities:

  • Act as the central point for all customer enquiries regarding Small World money transfer issues, working with internal departments to solve the problems as appropriate and communicate the outcome to the affected customer(s)
  • Professionally handle incoming requests and ensure that issues are resolved both promptly and thoroughly.
  • Ensuring that SW and Correspondents SLA are accurate and fulfilled.
  • Follow up issues reported until they are resolved.
  • Responsible for effective, respectful and professional communication with all third parties to resolve queries by liaising with all departments and Correspondent
  • Ensure that the Correspondents and Customer’s Information is maintained confidentially at all times.
  • Responsible for the maintenance of a respectful and professional communication with all departments and Correspondents.
  • Provide quality service and support in a variety of areas.
  • Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.

Skills and Experience Required:

  • 1+ years of experience in a customer service or help desk capacity required. Knowledge of the Money Transfer Industry is advantageous.
  • Fluent in written and spoken English (another language is preferable, such as Spanish);
  • Computer literate - able to use MS Word and Excel.
  • Clear communication skills – able to interact with and be sensitive to a broad range of cultures and socio- economic backgrounds. Be able to build rapport and trust with all departments.
  • Must be able to follow guidelines and procedures to the letter and know when to refer/escalate issues upwards.
  • Demonstrates high levels of energy, self-motivated and enthusiastic.
  • Ability to commit to and demonstrate the Corporate Values: Respect, Courage, Passion, Integrity and Teamwork.
  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Demonstrated a passion for excellence with respect to treating and caring for customers.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Has a pleasant, patient and friendly attitude. • Strong decision making and analytical abilities.
  • Strong detail orientation and listening skills.

Willingness to work a flexible schedule and occasional overtime when needed. Interested? Please email your CV to UK HR Department at hr.uk@smallworldfs.com, with the reference: BO_10