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 accuracyRespond to customer and broker queries in person as well as via phone and emailReview and validate AML and CDD documentationIdentify and escalate any discrepancies or potential fraudMaintain accurate records and ensure a clear audit trail for all transactionsInvestigate and resolve payment issues or complaintsAssist with internal audits, testing, and system/process improvementsContribute to a culture of continuous improvement and complianceRequirements:

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 complianceHigh attention to detail and strong organisational skillsConfident communicator, able to build relationships with internal and external stakeholdersAbility to work under pressure and meet deadlinesOn Offer: Competitive basic salaryDeath in serviceStrong company pensionPrivate medical insuranceGroup income protection25 days holiday plus bank holidaysAdditional Information: This is a full-time position based in the Isle of Man.

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.