B3 Security Processor (Security Post) Job Details

"Working within the Security Post Processing Team. Applicants should ideally have good knowledge of the security taking/discharge process and a working knowledge of Siebel"

Overall Job Purpose

• To process standard and complex security following standard procedures to agreed levels of accuracy, efficiency and compliance using automated and/or manual systems and equipment.

• To complete work within agreed Service Level Agreements, but aiming to exceed expectations.

• To support our network colleagues and their customers in commencing and/or completing charges, or discharges of security, relating to standard and complex cases.

• To provide consistent and continual assistance to the Help Desk to enable them to achieve their goal of providing a World Class Service.

• To be a primary source of expertise and the point of reference for other officers and assistants, providing coaching and transferring skills and knowledge.

• To support continuous improvement of the operational process and the development of best practice. To suggest ideas to improve systems and processes where

necessary and evaluate the benefits and risks of such proposals.

To embrace the culture of the Centre to become a highly motivated team member and take the lead in setting an example to others in all aspects of work.

Process Activity 70%%3C/SPAN>

• Process work accurately and efficiently to meet agreed service levels and volumes and maintain customer service. This will involve vetting, checking, charging and perfecting standard and complex security.

• Develop and maintain a high level of technical skills covering all aspects of security and basic lending subjects.

• Adhere to procedures, process maps, Centre guidelines and compliance to maintain optimal performance. Work to agreed levels of accuracy.

• To proactively understand, identify, resolve and when necessary escalate discrepancies and issues.

• Completing controls and checks, as directed, in line with procedures to mitigate risks to the bank. Where any Risk Event or complaint does occur this should be escalated as appropriate.

• Constant awareness of the needs of the customer and engage best practice and customer service all times. Keep the customer/branch/third parties advised of issues that affect progress of a case and suggest practical ways to resolve issues with bank guidelines

Team support 15%%3C/SPAN>

• Be a point of contact for all colleagues to support the centre's objectives of having a highly motivated and highly trained workforce. Provide coaching and be prepared to assist with more formal training and workshops where required.

• Proactively contribute to team performance through maintaining a flexible approach to responsibilities and tasks, providing input to continuous improvement and being receptive to change

• Provide support to other team members and cover for the Advice Centre to support effective team working across the operation when required.

• Demonstrate and promote UKBSC culture and values, ensuring a positive working environment is maintained.

• To adhere to the Guiding Principles and support the centres' business objectives.

Judgement and Initiative 10%%3C/SPAN>

• The ability to use judgement and initiative when dealing with complex cases. Providing explanations and advice, making decisions within guidelines whist protecting the bank and stakeholder position.

• Engaging other areas and third parties to check understanding of the progress of cases advising as appropriate.

• Analyse and resolve processing standard and complex issues, identifying root causes and making recommendation for long term solutions.

• Referral of complex cases/issues and queries to Specialist Support /QCC teams

Communications 5%%3C/SPAN>

• Discussions with other sections to gain advice on queries, to develop an understanding of function processes and to obtain transfer of skills

• Discussions with team members in the normal course of undertaking their duties

• Agreement of performance plan with Team Leader. Regular meetings held to discuss and review progress and to pursue career aspirations.

• Regular contact with network and external customers to be provided in a professional and courteous manner at all times.

• Produce charge forms, standard and free format letters and liaise with customers, solicitors and other professional organisations.

• When required to operate the helpdesk, be the interface between the customer and the centre.

Person Specification

• Previous experience of discharging/maintaining security is desirable, though not essential

• Previous experience of working within a processing environment is desirable, though not essential

• ACIB or equivalent may be beneficial

• Customer Service Excellence

• Good communication skills written and oral

• PC Skills