Back Office Administrator

2 weeks ago

Liverpool, United Kingdom Cashplus Full time

**Who we are**
- Cashplus is a leading UK challenger bank for small businesses. We offer faster, smarter, simpler current accounts for the entrepreneurs, independent businesses and consumers that power the UK economy, yet are too often overlooked by high street banks. Since 2005, we’ve created easier ways for more than 1.6m customers to pay, bank and borrow through our user-friendly digital platform. We understand what our customers need - time and money to run their businesses and live their lives - and our secure, innovative products are designed to help, where others can’t or won’t. A true fintech pioneer, we are a fast-growing and credible UK challenger bank.

**Our Values & Behaviours**
- Cashplus puts the fair treatment of customers at the heart of our business model. Our business goals are:

- 1. Becoming a bank that customers love
- 2. Developing brilliant, sustainable products
- 3. Earning an outstanding reputation

**Cashplus values are**:

- We innovate with purpose
- We are upfront
- We do it right
- We are all in

**Individual Conduct rules**:

- You must act with integrity
- You must act with due skill, care and diligence
- You must be open and cooperative with the FCA, the PRA and other regulators.
- You must pay due regard to the interests of customers and treat them fairly.
- You must observe proper standards of market conduct
- Act to deliver good outcomes for retail customers

**The Role Is**

An exciting opportunity for someone with financial service experience to join us as a Back Office Administrator. This role plays a pivotal role resolving service-related customer enquiries which can’t be handled at first point of contact. From managing a variety of service-based requests, handling enquiries through social media channels, to providing support for our most vulnerable customers as well as key business accounts; this role is at the centre of delivering excellent service through the right outcomes in line with both regulations and Service Levels

**Team hybrid working style**

We are very proud to offer one of the most flexible hybrid working arrangements in the industry The expectation for this role, will involve working out of one of the healthiest workspaces for mental health and physical wellbeing in the UK You will be required to work out of the Spine building in Paddington village three days a week with compulsory days Tuesday and Thursday but the 3rd day is flexible.

**Key Responsibilities**
- Acting as an internal escalation point for our Contact Centre, resolving queries from our valued customers about questions they may have about operating their accounts with Cashplus - all within service levels
- Service our most Vulnerable Customers, with impartial and empathetic treatment, always, in line with internal framework and policy
- Specific enquiry types and task management include account personal data changes, account closures, debit and credit card transaction enquiries, direct debit indemnity claims, company dissolution management and social media management
- You’ll work quickly and methodically as an investigator, checking a variety of different IT systems, establishing the facts, and creating an accurate response to our customers (and your colleagues) - fast.
- Being brilliant on the telephone, you’ll take calls from customers and colleagues, respond to their enquiries with empathy and consideration for any vulnerabilities and give them accurate information with a smile.
- Adherence to regulatory policies and procedures is a must;
- we’re regulated and we take our customers and their money very seriously. That’s not to say we don’t want ideas on improvements - we certainly do, we want you to come up with lots of solutions on how we improve customer experience and create internal efficiency.
- Being a great colleague - we’re heading into a new phase in our evolution and we particularly need people who are flexible, collaborative and willing to help and support colleagues to ensure all our customers get the very best service, every time.
- We are very busy and operate in a fast paced environment, so resilience is a key requirement

**You'll Need to Have**

**Essential:
- A minimum of 1 years’ work experience in an administrative/customer services role in financial services.**Desirable**:

- A good understanding of banking or payment schemes, including knowledge of MasterCard and/or Visa rules.
- Experience working with both SMEs (Small/Medium Enterprise) and consumers

**In return you'll enjoy**
- Competitive basic salary
- 7.5% of salary in cash allowing you the flexibility to decide your own benefits (or simply take the cash)
- 26 days’ holiday increasing each year of service to 33 days
- Ability to buy and sell a further 5 days holiday each year
- 4 x Life Assurance
- Pension salary sacrifice
- Family friendly policies
- Regular social activities and team events
- Charity Volunteering Day
- Free drinks and snacks in the office
- Cashplus is an eq

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