Agency Enquiries Agent (Fintech)

TL;DR

Agency Enquiries Agent (Fintech): Supporting intermediaries with commission and fee-related queries within a financial services environment with an accent on high-quality customer service and workload management. Focus on resolving complex inquiries, improving internal processes, and maintaining strict service level agreements.

Location: Hybrid (Cardiff, UK)

Salary: from £24,720

Company

A leading UK financial services group and major global investor providing retirement and protection solutions.

What you will do

• Handle inbound calls and emails from intermediaries and internal customers.
• Investigate and resolve commission and fee-related enquiries.
• Manage workload to ensure all service level agreements (SLAs) are met.
• Record all interactions accurately within company systems.
• Deliver high-quality customer service on every interaction.
• Contribute to process improvements and support team objectives.

Requirements

• Experience in a customer service or contact centre role.
• Strong written and verbal communication skills.
• Good problem-solving ability and sound judgement.
• High attention to detail and accuracy.
• Ability to prioritize effectively when handling high volumes.
• Must be based in or able to work in Cardiff, UK (Hybrid)

Culture & Benefits

• Annual performance-related bonus plan and share schemes.
• Generous pension contribution and life assurance.
• Healthcare Plan for permanent employees.
• At least 25 days holiday plus public holidays, with options to buy or sell days.
• Competitive family leave and electric car hire scheme via salary sacrifice.
• Discounts on company products and various high street stores.