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Savings Customer Service Specialist

4 months ago

Chester, United Kingdom PSi Talent Full time
Job Title: Savings Customer Service Specialist
Location: Chester
Salary: £25,000
Working within an innovative, progressive bank, the Savings Customer Services Specialist is responsible for supporting existing and prospective savers. Savers will interact via a variety of channels which include online secure messages, telephone, email, post and webchat.
The Savings Customer Services team is responsible for all customer servicing, including account opening, payments in and out, statements and managing the maturity process. This is an exciting opportunity to be part of a new team
Working Monday to Friday. 9am-530pm, you will be rewarded with fantastic benefits including social events, company pension, health and wellbeing package, hybrid working and life insurance.
Role responsibilities
* Provide exceptional customer service to customers via telephone, email, and webchat.
* Continually develop your knowledge on all the products and services so that you can assist customers with their queries and assist other departments.
* Ensure all customer information is accurate and kept up to date
* Escalate any issues and share savers feedback which could help improve service to the Savings Customer Services Manager
* Document details of calls and correspondence on the savers system record
* Help achieve the team’s customer service satisfaction performance e.g., NPS, surveys, customer reviews.
* Treat customers fairly in all that you do
* Obtain supporting information and documentation to complete Know Your Customer and anti-money laundering checks. Have confidence to ask questions and escalate concerns where appropriate
* Report and log complaints, breakage requests and all regulatory tasks as required
* Investigate business structure and business ownership
* Complete your personal training and development plan in accordance with the documented milestones and timelines
* Take ownership of customers by focusing on activities such as converting enquiries from prospective savers to opened accounts, helping customers to fund their new accounts and retaining existing savers when their accounts mature
* Proactively propose initiatives which will improve customer service, efficiency and satisfaction
Minimum skills/experience
Essential
* 3 years + customer services experience, preferably in a financial services environment
* A passion for delivering outstanding customer service
* Ability to work under pressure
* Desire to continually develop and improve
* Reliable, honest and can contribute to create a thriving culture
Desirable
* Experience of working within a savings team within a bank, building society or financial services company
* Knowledge of regulatory policies within the financial services sector and anti-money laundering and Know Your Customer regulations
* Previous experience in dealing with vulnerable customer
* Knowledge of complaints procedure
Unfortunately due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.
We are acting on behalf of the client as an Employment agency in relation to this vacancy.
We are an equal opportunities agency and welcome applicants from all backgrounds