Small World Money Transfer
Small World Financial Services - Finanzas
Small World Money Transfer
Small World Financial Services - Finanzas
job offer London

Agent Support Officer – Spanish or Urdu speaker

To work as part of an agent support team to deliver a first class and professional customer service, using a range of communication methods to support all Small World agents at processing orders.

Job type: Full time – Temporary position (Maternity cover)

Hours: 44 Hours per week; Mon to Fri from 11am to 7pm, and Alt Sat 10am to 6 pm

Location: Vauxhall, London Position reports to Europe Credit Manager

Key responsibilities:

  • Be the first point of contact to handle all agent’s issues
  • Develop and maintain good relationship with customers and agents
  • Assess and resolve inquiries, requests and complaints, primarily on the telephone, also by other electronic access channels. E.g. Skype, Google chat etc....
  • Maintain and control agents cash deposits into our bank account to pay off their credit balance in company’s operating system (Omnex).
  • Review agents’ accounting balance on weekly basis.
  • Ensure all MLRO rules are applied consistently to prevent money laundering, applying the correct rules and regulations in every territory it operates.
  • Use sound judgment and take decisions within established procedures for each service requested by customers/agents.
  • Inform Supervisor of any issues which you cannot handle.
  • Provide comprehensive information about our services to all agents along with the policies and procedures of the Small World.
  • Maintain electronic and written databases of letters, emails and forms which received from agents/customers.
  • Encourage agents/customers to provide feedback on our services and recognise the improvement and changing needs of the business.
  • Undertake general administrative duties, e.g. send welcome/thank you emails to agent’s customers, send offers, leaflets etc....
  • Ad hoc duties as required

Essential work skills:

  • Have an excellent communication skill, both written and verbal
  • Written and verbal fluency in English and Spanish or Urdu (mandatory)
  • Always deliver high level of customer service
  • Be able to work independently as well as part of the team
  • Work calmly when under pressure
  • Being attentive and patient
  • Good numeracy and computer skill
  • Have an excellent understanding and experience of the operations
  • Have leadership and interpersonal skills

Interested? Please email your CV the HR department at, with the reference: AS_09