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Client Relations Specialist

3 months ago

Birmingham, Birmingham, United Kingdom Unity Trust Bank Full time

Join our dedicated Customer Service team at Unity Connect as a Client Relations Specialist, where you will play a vital role in enhancing our customer experience.

About Unity Trust Bank

Unity Trust Bank is a distinguished, independent commercial bank committed to fostering positive change within local communities through responsible banking practices.

Guided by our principles of integrity, our mission is to contribute to a better society rather than merely focusing on profit maximization.

For over four decades, we have partnered with organizations addressing social, economic, and environmental challenges across the UK.

With locations in Birmingham, Manchester, and London, we provide a variety of essential banking services, including current accounts, savings accounts, and loans.

Unity recently celebrated a significant achievement of £1 billion in lending to social enterprises, charities, small businesses, housing associations, and other socially responsible organizations.

In recognition of our commitment to social good, we were honored with the King's Award for Enterprise for Sustainable Development.

Our values are deeply ingrained in our culture, earning us a spot as one of the Best Places to Work according to the Sunday Times.

Unity was the first bank in the UK to become a Real Living Wage employer and the first to receive the Fair Tax Mark.

We are proud signatories of the Women In Finance Charter and members of the Banking Standards Board, holding the Investors in People Gold standard.

The Role:

As a Client Relations Specialist at Unity Connect, you will deliver a personalized telephone banking experience that truly addresses the needs of our clients. Your expertise will streamline their interactions, ensuring their expectations are met with efficiency and empathy.

By actively listening to our clients, you will gain insights into their unique requirements, enabling you to assist them with a variety of inquiries, whether related to their everyday banking needs or our diverse range of products and services.

Key Responsibilities:

  • Handle daily tasks related to account setup, ongoing support, telephonic communication, and high-value transactions. Ensure accurate processing of transactions and customer requests while adhering to established procedures and service standards.
  • Maintain rigorous risk controls to protect the Bank from potential losses, reporting any suspicious activities as necessary. Conduct customer due diligence and remain vigilant against money laundering and fraudulent activities.
  • Ensure all modifications to customer records are substantiated by valid instructions in compliance with Bank policies and procedures.
  • Collaborate with the broader Bank team on various projects. Participate in team meetings and contribute to overall team success. Propose enhancements to existing processes that improve service delivery, achieve cost savings, or mitigate risks.
  • Communicate with clients promptly and empathetically through various channels, including telephone, written correspondence, and face-to-face interactions as needed.
  • Perform additional duties as required to meet the Bank's objectives, including providing support to other departments when necessary.

The Ideal Candidate:

We are eager to connect with individuals who have experience in a similar role within the financial services sector. We seek team players who possess:

Professional Qualifications:

  • Banking qualifications (desirable).

Knowledge Requirements:

  • A solid understanding of financial services products and regulations, ideally acquired through experience in a customer-focused processing environment within a bank (essential).
  • A willingness to learn about all facets of banking products, processes, and Unity's social mission (essential).

This role will be based at our head office with flexibility for remote work depending on business needs.