Customer Service Specialist
3 weeks ago
We have partnered with a unique and growing bank based in Chester, who specialise in financial products to support the rural economy. This bank are seeking an experienced Savings & Customer Service Specialist to support the existing and prospective savings customer base via online secure message, telephone, email, post and webchat.
Please note, this is a full time office based role Mon - Fri
Responsibilities:nProvide exceptional customer service to the Bank's existing and prospective savings customers via telephone, email, secure message and webchat.nStrive to consistently develop on your knowledge of the Bank's savings products and services to be able to assist customers with queries confidently.nEnsure all customer information is accurate and kept up to date at all timesnEnsure all unresolvable customer issues are escalated to management as requirednDocument information from calls and correspondence on the savers system recordnSupport in achieving the teams customer service satisfaction performance (NPS, surveys, customer reviews).nEmbody and show a detailed understanding of the Treating Customers Fairly (TCF) regulationnEnsure that all savings team procedures are followed and adhered tonObtain relevant and required information/documentation to complete KYC and AML checks/.nReport and log complaints, breakage requests and all regulatory tasksnSupport the savings team in delivering the Bank's monthly and annual funding requirements, as set by ALCO (Assets & Liability Committee).nUse initiative to convert customer enquiries from prospective customers to opened accounts, help customers to fund their new accounts and retain existing savers when their accounts maturenComplete personal raining and development plan in accordance with the required milestones and timelines
Candidate profile:nSome customer service experience within a contact centre environmentnProblem solvingnAttention to detailnEnthusiasmnGood communication written and verbalnClear passion for delivering outstanding customer servicenPassion for developing and improving on personal skills
Desired skillsnExperience of working within a savings team, building society or financial services businessnDemonstrated understanding of AML and KYC regulationnKnowledge or interest of any aspect of agriculture is always welcome
Salary & Benefits:nSalary - up to £26,000 per annumn25 days annual leave (increases after 2 years of service)nPrivate medical healthcare & life insurancen5% employer pension contributionnShare optionsnEnhanced maternity & paternity paynRegular company parties & a sociable team who love a celebration
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