Customer Service Associate

2 weeks ago

Altrincham, United Kingdom Aldermore Bank PLC Full time

**Now is your chance**

The role of Customer Service Associate is really important to us. Working in a small team of 8 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, with an expectation of 3 days 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 regulatly catch ups and meetings with your team and manager both face to face and via Teams..

**What would 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 of 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’.

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