Senior Customer Service Advisor

About the opportunity:

We are seeking a diligent and experienced Payment Officer – Senior Customer Service Advisor to join our operations team. This key role involves the verification and authorisation of payments, while delivering high-quality customer service across our lending and deposit functions.

You’ll act as a senior point of contact for customers, brokers, and dealers, handling payment queries, reviewing documentation, and ensuring all transactions are accurate, compliant, and processed efficiently. Working closely with internal teams including sales, you’ll help maintain smooth operational flow and excellent service standards.

Key Responsibilities:

• Verify and authorise payments, ensuring compliance and accuracy
• Respond to customer and broker queries via phone and email
• Review and validate AML and CDD documentation
• Identify and escalate any discrepancies or potential fraud
• Maintain accurate records and ensure a clear audit trail for all transactions
• Investigate and resolve payment issues or complaints
• Assist with internal audits, testing, and system/process improvements
• Contribute to a culture of continuous improvement and compliance

Requirements:

• Proven experience in a financial services or banking environment (essential)
• Background in customer service within a regulated setting (preferred)
• Strong understanding of payment processing and regulatory compliance
• High attention to detail and strong organisational skills
• Confident communicator, able to build relationships with internal and external stakeholders
• Ability to work under pressure and meet deadlines

On Offer:

• Basic salary up to £34,000
• Death in service
• Strong company pension
• Private medical insurance
• Group income protection
• 25 days holiday plus bank holidays

Additional Information:

This is a full-time position based in Basingstoke. You’ll report to the Isle of Man Operations Team Manager and play a vital role in maintaining high standards of service and operational accuracy.