Customer Service Associate

6 months ago

Manchester, United Kingdom Aldermore Bank PLC Full time

**Aldermore Group - why we exist**

**Let us tell you a bit about us**

We’re Aldermore - the award-winning bank, trusted and highly rated by over a quarter of a million customers for more than a decade. With our range of specialist mortgages, savings accounts and business finance solutions, we're backing more people to go for it.

We thrive by saying “yes” to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; we open up the lending market to many; and thousands of customers chose Motonovo Finance every week to buy their next car, van or motorbike.

This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose.

**Let us tell you a bit about the opportunity**

This role is really important to us. Working in a small team handling inbound and outbound calls to customers, the Customer Service Associates support the SME Savings Teams by enabling the smooth day to day functioning of the operation. You’ll deliver exceptional customer service, resolve problems and develop the service proposition in a compliant manner and using robust processes and procedures.

We offer hybrid working meaning you will be working a mix of from home and in the office each week. You’ll be made to feel part of your new team during our robust onboarding and training process as well as with regular catch ups and meetings with your team and manager both face to face and via Teams.

**What will your day look like?**
- Ensuring the banks customers are compliant with Customer Due Diligence (CDD) regulatory requirements by conducting various background checks in accordance with our policies and procedures
- Work efficiently through work volumes on a day-to-day basis, delivering exceptional customer service, in line with our SME proposition
- Be able to respond to technical and non-technical questions in relation to the products and services we provide
- Be a team player, working as part of an inclusive and forward-thinking team
- Handling exception processes (BofE/EW/FC/FSCS/AML) monitoring
- Be able to perform the core requirements of each work stream within the SME Customer Service Team - e.g., Business Savings activities, Direct Lending activities etc.

**What do we expect from you?**
- Experience of working within a regulated, banking or financial services environment is preferrable
- Detail oriented with a keen eye for detail
- Awareness and commitment to quality and compliance and risk
- Technically minded with a strong awareness of online service offerings and technical processes
- Previous experience in system or user acceptance testing would be an advantage
- Sound organisational skills and the ability to manage own workload, and that of others
- Strong written and verbal communication skills
- Strong analytical, problem solving, decision-making and project management skills
- Ability to deal with multiple priorities and meet challenging deadlines
- Passionate about customer service and is committed to ‘making it happen’.

**What can you expect from us?**
- A friendly and flexible culture, the same as how we work with our customers.
- A growing organisation that means there’s lots of opportunities to progress
- A drive for continuous improvement, which you will be empowered to get behind from day one.
- And of course, you will be rewarded competitively, with a good range of core benefits and bonus potential.

**Still curious?**

Join us and we’ll make the same promises to you as a colleague, as we do to each of our customers. We’re committed to building a working environment that values respect, diversity, and compassion. We welcome people regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave.

Please note that we have a thorough referencing process, which includes criminal record checks.

We champion equality by supporting the exceptions to the rule and getting finance to where it’s needed.

We lend the money people save with us, to people who want to get on in life; build businesses and create employment, buy property for people to live and work in, and purchase vehicles to move families and goods around.

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