Customer Service Specialist

7 days ago

Chester, United Kingdom The Business Connection Full time

We are delighted to be working with our successful and established client, who are seeking their next Customer Service Specialist to join their customer-focused lending team based in Chester. Our client is an award winner and recognised leader in their field,boasting excellent employee benefits and fantastic progression routes.

One of our clients’ core values is to grow a sustainable, customer focused and innovative service that supports and champions the financial health of their clients.

As the next Customer Service Specialist, you will be responsible for supporting the exciting customers. These customers will interact with our client through a variety of communication channels.

The Customer Service team is responsible for all customer queries into the department which includes invoice queries, payment queries, statements queries and requests. The team will assist distributers with any queries, ensuring that they become a trustedpoint of contact for them. Another responsibility for the team will be to action a variety of daily reports, which will include BACS reporting, ensuring that the SLAs are adhered too.

**Salary**: £25,000

Working Hours: Monday - Friday 09:00 - 17:30

**Key Responsibilities**:

- Hold strong communication skills, both written and verbal, and ability to tailor communication to all levels.
- Continually develop your knowledge on products and services.
- Be able to identify potentially fraudulent activity or recognise vulnerable customer requirements ensuring that you report and escalate as required following policy and regulatory procedures.
- Ensure all customer information is accurate and kept up to date.
- Escalate any issues and feedback which could help improve service.
- Log all interactions onto the CRM system.
- Treat customers fairly in all aspects of work.
- Ensure that all procedures are followed and adhered to.
- Obtain supporting information and documentation to complete KYC and Anti Money Laundering checks. Escalate concerns where appropriate.
- Report and log complaints and all regulatory tasks as required.
- Complete personal training and development plan in accordance with the documented milestones and timelines.
- Ensure customer queries and issues are resolved and communicated quickly.
- Share best practice with your colleagues and communicate this and ideas for improvement to the Lending Team Leader.
- Proactively propose initiatives which will improve customer service, efficiency, and satisfaction.
- Represent the Operations Lending team by taking part in user acceptance testing to allow sign off for new functionality.
- A flexible approach providing cover and assistance around the business as required.
- Undergo the required training and regulatory training

**Minimum Requirements**:

- Customer services experience, preferably in a financial services environment
- Anti-money laundering and KYC regulations
- A passion for delivering outstanding customer service
- Desire to continually develop and improve
- Reliable, honest and can contribute to create a thriving culture.
- Knowledge of regulatory policies within the financial services sector (Desirable)

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