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Senior Advisor Refunds Team

Job Description

This role involves the completion of various business controls and processes to ensure refund and compensation payments are sent to customers within a time-line that avoids them having to contact us again to chase their payment.

The role involves downloading and formatting data in excel as preparation for manual data entry and completing a range of financial controls to ensure payment files are reconciled and balanced prior to transmission to our fulfilment service provider to print cheques or to BACS in the case of direct credit payment.

  1. Knowledge and Skills

  • A good understanding of the refunds process
  • Ability to work accurately and to specific time-lines
  • Good communication skills and builds relationships with other departments
  • Good understanding of different payment methods and bank account formats
  • Fully effective in the use of Microsoft excel
  • Good telephone manner
  • Accurate data entry skills
  • Puts customers first
  • Competent user of ISU & CRM
  • Previous experience in completing financial controls
  • Always looking to improve the way things are done
  • Previous experience in the company billing systems including SAP ISU, CRM and SAP AR
  • IT Literate including competence in Excel, Word and Microsoft Office Products

  1. Personal Attributes and Behaviours

  • Develops and maintains positive relationships with others
  • Shares ideas and information
  • Supports colleagues without prompting
  • Takes pride in the achievement of team objectives and targets
  • Self motivated - driven to achieve results
  • High customer service ethic - is passionate about meeting customer expectations and improving service levels
  • Takes responsibility of finding answers

  1. Key Accountability

  • End of day balancing and reconciliation
  • Reconciliation and controls relating to cheques printed
  • Down load online forms and prepare work spreadsheet for processing
  • Collate and format cheque and BACS refund requests received via email
  • Prioritise work received and distribute to available resources within the team
  • Review and update standard operating procedures (SOP's)
  1. Key Performance Measure

  • All refunds processed
  • All files balanced to deadlines
  • All telephones answered within three rings

If you are interested in applying for this opportunity please contact us ASAP on 01274 307569 or send an up to date CV

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