Small World Money Transfer
Small World Financial Services - Finanzas
Small World Money Transfer
Small World Financial Services - Finanzas
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Job Offer London

Agent Support Officer - Position Covered

Job purpose summary: 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.

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:

  • Be able to speak either Twi or Urdu.
  • Have an excellent communication skill, both written and verbal.
  • 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.