Transfer Specialist in Leeds

interactive investor is an award-winning investment platform that puts its customers in control of their financial future. We have been helping investors for nearly 30 years, and are now the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 500,000 customers. For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.

PURPOSE OF ROLE

We are recruiting for a Transfers Specialist to provide product (SIPP) expertise to the Transfers team. Responsibilities include:

• Taking responsibility for escalations and issues arising on the transfer of customer accounts into and out of interactive investor.
• Performing task validation, authorisation and quality assurance, as well as the administration and oversight of key controls.
• Utilising product expertise to resolve complex queries, identify inefficiencies, implement improvements and maintain compliance in the continually changing regulatory environment.
• Completing and administering risk management documentation and liaising with Operational Oversight.

KEY RESPONSIBILITIES

• Perform live task validation, authorisation and quality assurance.
• Use product expertise to resolve escalated queries to provide positive customer experiences.
• Utilise skills and knowledge to coach and develop team members.
• Be accountable and take ownership to resolve any customer dissatisfaction as required.
• Identify opportunities for improvements to efficiencies and customer experience.
• Be adaptable to change, with the ability to move between tasks as business needs require.
• Make informed risk decisions, effectively debating and challenging management recommendations.
• Document Risk Events and Regulatory Breaches, suggesting ways to mitigate risks.
• Ensure all CASS related activities and processes are completed daily to safeguard client assets.
• Lead the team as required, coordinating workloads and resources to maintain agreed SLAs.
• Accountable for personal development and maintaining skills and knowledge on ii products and regulatory requirements.
• Maintain adherence to business and departmental processes designed to meet regulatory standards.
• Update procedures and provide coaching to the team as required.

REQUIREMENTS

• Ability to work in an environment requiring high accuracy under pressure, delivering against exacting deadlines.
• Organisation skills to manage completion of daily tasks and meet deadlines.
• Ability to build rapport with customers and third parties across all communication channels.
• Strong communication skills to provide feedback/coaching and technical awareness across team members.
• Ability to work through issues, identify root causes and implement changes to enhance client experience.
• Proactive and enthusiastic, with a willingness to learn new skills.
• Flexibility to move between different tasks and departments at short notice.
• High degree of computer literacy and knowledge of Microsoft Office.
• Effective use of MI and data analysis.
• Knowledge of the regulatory environment and associated risks.
• Understanding of the principles of Treating Customers Fairly and FCA guidelines.

EXPERIENCE OF USING

• Accelerate/similar risk recording systems.
• Figaro/back office system.
• UBS Keylink/international stock instructions.

BENEFITS

• Group Personal Pension Plan - 8% employer contribution and 4% employee contribution.
• Life Assurance and Group Income Protection.
• Private Medical Insurance - Provided by Bupa.
• 25 Days Annual Leave, plus bank holidays.
• Staff Discounts on our investment products.
• Personal & Well-being Fund - Supporting your physical and mental wellness.
• Retail Discounts - Savings at a wide range of high street and online retailers.
• Voluntary Flexible Benefits - Tailor your benefits to suit your lifestyle.

We will do our utmost efforts to respond to all applicants. However, due to the high volume of applications we are currently receiving, if you haven’t been contacted within 30 days of application, please consider unsuccessful.

interactive investor operates in accordance with the UK Equality Act 2010. We welcome applications from individuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation. We are committed to treating all applicants fairly and making reasonable adjustments where needed to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation.