Specialist Customer Care

Join us in Specialist Customer Care, where you'll play a pivotal role in managing and processing tasks originating from, Business Development Managers to ensure smooth and compliant onboarding of brokers all the way through to supporting with draw down of new commercial lending for our customers. You'll handle a variety of responsibilities, including screening brokers, issuing contracts, supporting with new lending deals, and arranging broker payments along with ensuring compliance, regulation, and processes are adhered to. By staying task-focused and prioritizing effectively, you'll support commercial goals and ensure all necessary controls are consistently maintained.

You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills

**To succeed in this role, you’ll need**:
Strong understanding and experience in controls and due diligence

Excellent communication skills, with the ability to effectively liaise with stakeholders

Ability to work under pressure and meet tight deadlines

Strong self-motivation and the ability to manage your own workload while collaborating effectively within a team

This role can be based in Knutsford, Birmingham, Liverpool or Sunderland.

**Purpose of the role**

To provide exceptional customer service while resolving more complex customer needs/requests.

**Accountabilities**
- Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
- Collaboration with teams across the bank to align and integrate customer care processes.
- Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
- Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
- Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
- Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
- Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

**Analyst Expectations**
- To meet the needs of stakeholders/ customers through specialist advice and support
- Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
- Likely to have responsibility for specific processes within a team
- They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources.
- If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.
- OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.
- Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
- Check work of colleagues within team to meet internal and stakeholder requirements.
- Provide specialist advice and support pertaining to own work area.
- Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
- Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
- Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
- Make judgements based on practise and previous experience.
- Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
- Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
- Build relationships with stakeholders/ customers to identify and address their needs.

All colleagues will be expected to demonstr