Banking Hub Counter Clerk

**Post Office Banking Hub Counter Clerk**

Position Overview:
A Post Office Banking Hub Counter Clerk serves as the face of the Banking Hub and provides exceptional customer service to its customers. This will create a customer experience of the Banking Hub that is one of excellence.

The clerk’s primary responsibility is to perform a range of banking and bill payment transactions and assist customers with any queries they might have with their own financial needs by working with the community bankers in the Banking Hub.

Banking Hubs are owned by Cash Access UK Ltd, funded by the banks and run by the Post Office.

They are a way of bringing back banking services to the people and local communities that need it.

Key Responsibilities:
1. Customer Service: Greet customers in a friendly and professional manner, establishing a positive rapport. To assist customers with their enquiries, guide them through the transaction process at the counter and refer when required customers to the community banker.

The community banker can provide further information about the bank's own products and services.

2. Transaction Processing: To perform various financial transactions that include cash deposits, cash withdrawals, cheque deposits, and balance enquiries to personal and business bank account holders. You can pay energy, council tax, water, housing, rent and other bills including the major utilities and mobile phone top ups. To accurately process and validate customer transactions, ensuring adherence to Post Office Banking Hub policies and procedures.

3. Cash Handling: To handle cash transactions securely, ensuring accuracy in counting and balancing individual stock till drawer. To maintain a high level of confidentiality and comply with established security measures minimise the risk of fraud or error.

4. Product Knowledge: Stay up to date with the Banking Hub’s range of counter products and

Services. To educate customers on how they can speak with their community banker so they can discuss banking products such as loans, credit cards, mortgages and insurance.

5. Problem Resolution: To address customer concerns, complaints, or issues promptly and

professionally. To take ownership of problems and ensure they are resolved to the customers satisfaction, escalating complex issues to the supervisor or operator when required.

6. Compliance: To adhere to all regulatory Post Office Banking Hub guidelines and policies,

including Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures.

To maintain accurate records and documentation as required by the Post Office and regulatory authorities.

7. Cross-Selling: To identify opportunities to promote and cross-sell additional Banking Hub

products and services to existing and potential customers. To proactively engage customers to maximise their banking relationship to use the community bankers when required and to achieve Banking Hub sales targets.

8. Use Of Technology: To carry out the role of Banking Hub Counter Clerk, you will be fully

trained to be proficient in the use of the computer system to process Banking Hub transactions alongside the relevant cash counting equipment.

9. Team Collaboration: To collaborate with colleagues and community bankers to ensure

smooth operations, efficient customer service, and consistent adherence to established procedures. To participate in training programs to enhance knowledge and skills relevant to the role.

10. Customer Feedback - As part of the role, you will be responsible for proactively engaging

with our customers to gather feedback and reviews for the service they’ve received on the Google’s reviews platform. This enables us to keep a track of the levels of customer satisfaction.

Qualifications and Requirements:

- GCSE Maths Grade C or above and additional education in finance or related fields is an asset. Experience of similar roles will be an advantage.
- Proven customer service experience is a necessity, preferably in a banking or financial

institution but not essential as full training will be given.
- Strong numerical and cash handling skills with high attention to accuracy.
- Excellent communication and interpersonal skills to effectively interact with customers from diverse backgrounds.
- Knowledge of Post Office banking and bill payments products and services.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Strong problem-solving abilities and the capacity to remain calm and professional in stressful situations.
- Compliance
- oriented mindset and understanding of relevant regulatory requirements.
- Must be able to comply with flexible hours working between the hours of 9am to 5pm Monday to Friday. Required to cover annual leave and absence as and when required.

**Job Types**: Part-time, Fixed term contract
Contract length: 24 months

**Salary**: £11.00 per hour

Expected hours: 18 per week

**Benefits**:

- Company pension
- Free parking
- On-si