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Northreach is a dynamic recruitment agency that connects businesses with top talent in the cell & gene therapy, fintech and digital sectors. Our mission is to provide a seamless and personalised recruitment experience for clients and candidates, and to create a positive work environment that encourages equality, innovation and professional growth. All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following description. 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:
- Provide exceptional customer service to the Bank's existing and prospective savings customers via telephone, email, secure message and webchat.
- Strive to consistently develop on your knowledge of the Bank's savings products and services to be able to assist customers with queries confidently.
- Ensure all customer information is accurate and kept up to date at all times
- Ensure all unresolvable customer issues are escalated to management as required
- Document information from calls and correspondence on the savers system record
- Support in achieving the teams customer service satisfaction performance (NPS, surveys, customer reviews).
- Embody and show a detailed understanding of the Treating Customers Fairly (TCF) regulation
- Ensure that all savings team procedures are followed and adhered to
- Obtain relevant and required information/documentation to complete KYC and AML checks/.
- Report and log complaints, breakage requests and all regulatory tasks
- Support the savings team in delivering the Bank's monthly and annual funding requirements, as set by ALCO (Assets & Liability Committee).
- Use 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 mature
- Complete personal raining and development plan in accordance with the required milestones and timelines
- Some customer service experience within a contact centre environment
- Problem solving
- Attention to detail
- Enthusiasm
- Good communication written and verbal
- Clear passion for delivering outstanding customer service
- Passion for developing and improving on personal skills
- Experience of working within a savings team, building society or financial services business
- Demonstrated understanding of AML and KYC regulation
- Knowledge or interest of any aspect of agriculture is always welcome
- Salary - up to £26,000 per annum
- 25 days annual leave (increases after 2 years of service)
- Private medical healthcare & life insurance
- 5% employer pension contribution
- Share options
- Enhanced maternity & paternity pay
- Regular company parties & a sociable team who love a celebration
