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Job Purpose:
Customer Service Officer required to join the Customer Contact Centre Department of an International Bank on an initial contract basis, likely to be made permanent.

Key Responsibilities:
Act as the first point inward contact for all telephony based customer queries.
Manage and deal with a wide range of service requests from customers worldwide.
Build rapport with customers by gaining a full understanding of their needs in order to provide exceptional customer service.

Skills & Experience:
Previous customer service experience is essential.
Previous office experience ideally with in Financial Services is highly desirable, but not essential.
A minimum of 5 GCSE's grades A*-C including Maths and English is essential.

Hours & Benefits:
Structured working pattern, shift work - core business hours 6am to 12am, competitive rates of pay - based on experience, Central Douglas based.
Full training provided.

Job Purpose:
Operations Analyst is required to join the Offshore Banking Expert Services Team of a global Banking corporation, in an initial contract capacity. Based in central Douglas, the role holder will provide specialised support for the Offshore Operations business for Isle of Man, Jersey, and Guernsey-based customers.

Key Responsibilities:
Provide active support to the management team, ensuring all service levels, policies, procedures, risk, and governance are adhered to.
Review of sensitive Deceased Client cases, prior to execution of payments to executors, along with the subsequent release of payments.
Deal with all telephone and email referrals in relation to client payments (inward, outward, and online).

Skills & Experience:
12 months previous experience within Banking, preferably in an Operations capacity.
A minimum of 5 GCSEs at Grade C or above, including English and Mathematics.
Flexible and professional under pressure, with strong interpersonal skills.

Hours & Benefits:
Full time core business hours; competitive salary, Douglas based.

Job Purpose:
KYC Remediation Analyst required to join the Operations Team of a leading International Bank on an initial contract basis.

Key Responsibilities:
Client on boarding and account servicing processes such as account opening, closing, data amendments and other banking activities.
On boarding clients onto online banking platform, distribution of new client advices, completing various data analysis on complaints and queries from internal clients.
Ensure all account servicing documents are completed in an accurate and consistent manner and policies are adhered to.
Build and maintain professional relationships with colleagues and liaise in other areas of the business.

Skills & Experience:
Previous financial services experience is essential.
Knowledge and experience working with KYC and CCD requirements.
Excellent communication skills, both written and verbal.

Hours & Benefits:
Competitive rates of pay, full time working pattern, based in central Douglas.
Full time, business hours.

Job Purpose:
Multiple permanent positions for Premier officers to join an International banking organisation, the successful candidates will case manage Group Premier customers and new customers requesting account facilities.

Key Responsibilities:
Producing high quality KYC reviews to provide approval for account opening.
Case Management of International Group customers or prospective new to Bank customers wanting to open new accounts.
Delivering exceptional service instilling customer confidence, effectively liaising with RM, Global case managers, Customer Value Management, Financial Crime compliance and customer to ensure the customer journey is efficient and seamless.
Providing excellent customer service to complex customer calls by keeping up to date on training and internal communications Generating customer loyalty through case managing, building relationships and strong knowledge of KYC requirements , products and services
Offering value added products and services based on customer needs analysis and ensures customer understanding of those products adhering to cross border regulations.
Owning and resolving issues by case managing end to end.

Skills & Experience:
A minimum of 3 years experience in banking with a track record of gaining an understanding of customers' needs and delivering excellent customer service.
An understanding of the regulatory frameworks and compliance requirements associated with financial services, ie KYC /Customer /Enhanced Due Diligence and preferably some experience of working within these areas.
Flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development.
Ability to work in a high-volume, fast paced environment.
Experience of planning and prioritising their own time effectively, aware of their responsibilities and committed to delivering these efficiently.

Hours & Benefits:
Business hours with highly competitive salary and benefits.

Job Purpose:
Technical Manager required to join a banking organisation on a 12 Month fixed term contract to manage the effective administration of the International Personal Banking credit book, ensuring the achievement of high standards of accuracy, efficiency and service at all times an in line with all regulatory frameworks.

Key Responsibilities:
Tactical Planning, develop the annual business plans and continually monitor, measure and adjust plans to align with actual performance and thereby ensuring the effective functioning of the technical banking team.
Policies, Standards, Processes and Procedures , Implement applicable policies, systems, processes, procedures so that all relevant risk and governance requirements are fulfilled. Review and evaluate all Credit Management processes, policies and frameworks, identify opportunities for product development or changes and make the required.
Support the Senior Manager, Technical Banking (IOM) in overseeing the risk profile of all operations on the Isle of man by providing information for the Risk and Control Self-Assessment and assisting in the monitoring of completion of outstanding actions from compliance reviews, internal and external audits to minimise the risk exposure.
Manage and control administration of credit facilities and credit risk for International Personal Banking within the bank, establish adequate procedures and processes exist and ensure adherence of the same by the team.
Respond to and, where required, resolve all complaints related to the Credit Book, ensuring adherence to stipulated regulatory frameworks and, where required, in collaboration with the broader team in order to main high standards of service excellence.
Ensure adherence to Anti-Money Laundering regulations, under delegated authority from the Senior Manager Technical Banking, by maintaining oversight of and adherence to the Business Acceptance matrix, signing off the take-on of all Special and High-Risk Clients as well as non-standard business to minimise exposure to Money Laundering risk.
Provide guidance to teams on the Business Acceptance criteria. Support the implementation and maintenance of the Business Acceptance Criteria for the bank, in line with the broader Wealth International (WIN) and Group policies and the regulatory framework for Isle of Man.
Identify training and development needs to enable the team to deliver against strategic objectives and operational plans. Organise and supervise the work of team to ensure all work is carried out in an efficient manner, which is consistent with operating procedures and policy. Provide technical guidance, on-the-job training and constructive feedback to assigned team to support their overall development.

Skills & Experience:
5-7 years experience within Personal and Business Banking/Branch Operations.
Professional Banking Qualification e.g. London Institute of Banking and Finance or any other appropriate banking or Accounting qualification would be preferred.
Banking Experience is required across the full spectrum of banking preferably with a Risk Management background.
The ability to interpret regulations and laws that apply to the business and to provide information to business on how to comply.
Preparing Financial Statements - The ability to prepare statutory or official financial statements in line with internationally accepted accounting practices and local regulatory requirements. Applies concepts without requiring supervision, able to provide technical guidance when required.

Hours & Benefits:
Competitive salary.
12 month contract - Full Time working hours.

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