Small World Money Transfer
Small World Financial Services - Finanzas
Small World Money Transfer
Small World Financial Services - Finanzas
Agent Support Officer

Agent Support Officer

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 in processing orders.

Job type: Full time - Permanent 
Hours: 44 Hours per week; Mon to Fri from 11am to 7pm, and Alt Sat 10am to 6 pm, with the 6 months of probation period 
Location: Vauxhall, London 
Position reports to Agent Support Manager 

Key responsibilities: 
• Be the first point of contact to handle all agent’s issues 
• Develop and maintain good relationships 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 Compliance 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 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: 
• Excellent communication skills, both written and verbal 
• Written and verbal fluency in English 
• Demonstrable ability to deliver high level of customer service 
• Be able to work independently as well as part of the team 
• Work calmly when under pressure 
• Ability to be attentive to and patient with all stakeholders. 
• Good numeracy and computer skills 
• Have an excellent understanding and experience of the operation. 
• Strong interpersonal skills 

Please email your CV to UK HR Department at, with the reference: AS_12