Customer Service Specialist
2 weeks ago
Job Title: Savings Customer Service Specialist
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. 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.
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.
* Escalate any issues and share savers feedback which could help improve service to the Savings Customer Services Manager
* Help achieve the team's customer service satisfaction performance e.g., NPS, surveys, customer reviews.
* Obtain supporting information and documentation to complete Know Your Customer and anti-money laundering checks. Report and log complaints, breakage requests and all regulatory tasks as required
* 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
3 years + customer services experience, preferably in a financial services environment
* A passion for delivering outstanding customer service
* 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
* Knowledge of complaints procedure
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