Customer Contact Officer

2 weeks ago

Douglas, United Kingdom NatWest Full time

Join us as a Customer Contact Officer
- We’ll look to you to deliver successful outcomes for your customers by contacting them directly to solve issues with their payment instructions
- You’ll also play a vital role in keeping our customers safe by authenticating payments to ensure they’re genuine
- You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis
- If you don’t currently live in The Isle of Man, you’ll need to specifically state in your CV that you have the right to live and work here to be considered for this role

**What you'll do**:
As a Customer Contact Officer, you’ll be responding to queries from customers promptly and tactfully within our SLAs. We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times.

You’ll participate in team based continuous improvement activities with both the team and customer at the heart of all thinking. You’ll take ownership of your own and team continuous improvement activity using LEAN tools and techniques to undertake root cause problem solving. You'll also collaborate with colleagues to implement effective countermeasures.

Your day-to-day will include:

- Contacting customers as part of the Payment Customer Services Team, helping to rectify any payment issues
- Authenticating payment instructions to ensure the payment is genuine
- Accurately logging and handling customer queries from start to finish, ensuring a fair outcome for our customers
- Working together as one team and pro-actively show willingness to flex and learn other roles within the Payments Team

**The skills you'll need**:
In order to excel in this role, you’ll have strong customer service abilities along with customer and industry knowledge. You’ll work well in a fast-paced environment and have good organisational skills to deliver to deadlines.

You’ll also demonstrate:

- An understanding of products, processes and banking systems
- An awareness of changes in trends, policies and regulations
- An ability to build relationships with colleagues to ensure customer service is of the highest standard
- A clear sense of priority, good planning skills and ability to tackle work in an organised fashion
- Excellent written and verbal communication skills

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