Job Description

Purpose of the role - how it adds value

The purpose of this role is as follows:

  • Progression a range of customer client tracing activity within required timelines
  • Responsible to undertake and be fully competent in a wide range of more complex process related activities to meet customer / programme’s requirements. Using a range of systems, tools and techniques
  • Required to undertake more complex problem solving/query resolution and take ownership through to a satisfactory and fair resolution. The role holder will be expected to use judgement within procedural constraints to resolve issues
  • Interaction with customer, internal business partners and /or external suppliers is a core part of the job
  • Quality checking of cases. Recording and escalating key trends or issues as require
  • When required participate in cross skilling to support with Account Closures and Switcher processes

Deliverables: criteria/results by which success can be measure

Meeting Customer Needs

  • Manage work allocation and progressing all required workstack items within agreed timescales
  • Undertake and deal with a wide range of requests, transactions, and enquiries/concerns in an efficient and professional manner.
  • Respond to a diverse range of requests, offering a full, satisfactory and fair solution from a range of possible outcomes, rarely having the need to refer to others for assistance
  • Conduct outbound calls using recorded lines to engage customers in closure journey

Processing Customer Instructions

  • Processing of complex customer or programme instructions, and/or resolution of queries and provision of advice to internal business partners
  • Processing and / or Quality checking of customer data, accounts. Investigation and resolving anomalies where applicable
  • To identify and escalate potential risks and operational issues as appropriate
  • Identifying, understanding, investigation and resolving routine issues within area of responsibility

Continuous Improvement

  • Participate where appliable in continuous improvement activities to enhance the programme delivery

Administration

  • Capture and update accurately outcomes and actions against customers’ records within the work flow tool

Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at accessIErecruitment@accenture.com.

Inclusion and Diversity

We are a global collective of diverse talents. Innovators improving the way the world works and lives. We provide an accessible, inclusive, open and welcoming workplace that helps everyone make the most of their professional potential. Discover how we are accelerating equality for all in the workplace.

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at accenture.com.



Qualifications

Experience:

·       Previous experience working in a customer service environment

·       Experience of working in a changing environment and the ability to work under pressure

 

Desirable

·       Experience working in a bank or other financial service business

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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