Operations Associate - Withdrawals

Full-Time No home office possible

Forming part of the Client Accounts department, the withdrawals team are responsible for all cash withdrawals made from clients\’ accounts. We are the team that process Online, Telephone and Written withdrawals requests from clients as well as Transfer Out Payments to other providers and payments to Executors or Solicitors for Estates. We also manage all LISA withdrawals and live reporting to HMRC. We do so, ensuring we comply with the relevant anti-fraud and money laundering regulations and carry out due diligence to protect our clients\’ money. For the right individual there is an opportunity to develop a range of skills and pursue further professional qualifications. You will acquire knowledge of, and learn to use, back office systems such as Broker Focus. Through keeping error rates low and carrying out processes diligently, you will ensure that HL delivers the best outcome for our clients. You will also help devise improvements to existing processes and implement change.

What you\’ll be doing

Ensure payments for client requests are processed timely, accurately within daily deadlines
Investigate and complete queries in a timely manner, provide updates and escalations of queries internally and externally, keeping stakeholders informed of any issues or difficulties
Responsible for the correct recording and updating of queries including the identification and prioritisation of queries that are affected by regulatory deadlines.
Actively seek ways of improving process efficiency, implementing industry best practice and identifying cost saving initiatives
Act as the process owner of client journeys for payment activities; actively take part in improving customer experience
Liaising with numerous departments in the Business to ensure client experience when taking their money is as smooth and easy as possible

About you

An excellent team member who can manage fluctuating workloads whilst delivering an outstanding service to clients.
Excellent attention to detail and numeracy skills
Ability to perform under pressure and to deadlines
Highly organised and collaborative
Good problem solving skills

Interview process

Competency based interview conducted through Microsoft Teams and attention to detail test

Working Schedule

Monday to Friday, 7.5 hours per day between 8am – 5:30pm. 37.5 hours a week