Customer Support Officer

7 months ago

Manchester, United Kingdom Handelsbanken Full time

Job Introduction
This advert will be live for a minimum of two weeks. However, please note that after the two weeks, the closing date could change at anytime depending on the number of responses received.

Handelsbanken Customer Connect is a dynamic department within the Branch Network area providing both a range of telephony based services to our customers as well as administrative and advisory support to our Branch network. By striving to be a seamless extension of the branch, the role offers a blend of direct customer interaction as well as an opportunity to collaborate with our branches on a range of tasks. Due to the variety the role, you will have the opportunity to build lasting relationships across the Bank and deepen your knowledge of all our core systems. As the bank’s channel proposition develops to meet our changing customer demands, Handelsbanken Digital and Customer Connect are expected to spearhead this evolution and so the Customer Support Officer role is expected to provide ongoing challenge and stimulation in a fast-paced environment.

Main Responsibilities
Take calls from individual, corporate and potential customers related to:

- Payments & transfers
- Transactions and balances
- Cards
- Digital support
- Fraud
- Payment Monitoring
- Supporting Branch activities with existing and new initiatives
- Non-branch based interactions
- Providing customer solutions and spotting opportunities

Operate in line with the Bank's Risk Management framework (including sub-frameworks) and relevant risk and compliance policies and procedures, ensuring appropriate and timely escalation of any concerns to their line manager.
- Enthusiastic and dynamic self-starter
- Strong customer service ethics
- Exceptional communication skills
- Knowledge of a customer support and branch environment
- Excellent verbal and written communication skills: able to interact and deal with queries in a professional manner with both customers and branches.
- Ability to work well under pressure with attention to detail.
- Excellent organisational skills and the ability to manage a number of tasks.
- Confident, professional and friendly telephone manner
- Have high ethical and moral standards
- Be innovative and proactive
- Have good administrative order including adherence to all risk and compliance policies.
- Collaborate with others to achieve joint goals
- Strong decision-making skills with the ability to demonstrate sound judgement, achieving the right business culture and behaviours.
- Be vigilant and of a questioning nature during the review of various systems and data sources to identify and assess ‘red flags’ and areas of concern.

The team will work closely together to build this business and the applicant must be assertive, flexible, proactive and conscientious with a positive attitude and be a strong team player.

**Compliance with the 6 Conduct Rules**
- Act with integrity;
- Act with due skill, care and diligence;
- Be open and co-operative with the FCA, PRA and other regulators;
- Pay due regard to the interests of customers and treat them fairly;
- Observe proper standards of market conduct.
- You must act to deliver good outcomes for retail customers.

**Core Values**
- Is business-oriented and focuses on the customer.
- Takes a long-term approach.
- Has the courage to make decisions.
- Is innovative and proactive.
- Takes responsibility for their own development.
- Has high ethical and moral standards.
- Likes good administrative order.
- Collaborates with others to achieve joint goals.
- Contributes to the development of operations and colleagues.

About The Company
Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products.

The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.

Package Description
Competitive plus benefits

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