Customer Service Assistant

**Who are We**

Progressive Building Society is a leading local financial institution with a proud reputation for customer service excellence. Our purpose is to encourage local people to save and become homeowners, through our personal, caring & common-sense approach, essentially nurturing financial wellbeing for current and future generations.** **With a strong high street presence, our vision is to be the savings and mortgage provider of choice in Northern Ireland.

Working for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for customer service excellence.

With our personal and caring approach, we have been helping generations of local people to save and become homeowners.** **Supported by a** **strong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland.

As a nurturing employer, we believe in supporting staff brings their whole selves to work in an inclusive environment where diverse needs are recognised and respected.

**What will you be doing?**

Working in our Omagh Branch, this role will primarily involve providing customer service to our Members and performing a range of key investment processes and administrative duties.

Full and comprehensive training will be provided.

**Hours of Work**

Monday to Friday 9.00am to 5.00pm, plus a Saturday morning (9.30am to 12.00noon) on a rota basis which attracts a generous allowance. (please note that we are currently not operating on a Saturday rota on a temporary basis)

You should be flexible with regards to hours worked, should the Society decide in the future to introduce changes to working patterns to accommodate changing customer needs.

**Essential Criteria**
- 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths
- Minimum 2 years’ experience in a customer facing role with administration duties
- IT literate and proficient in the use of Microsoft Office
- Excellent communication & numeracy skills
- A positive attitude to customer service
- The ability to work well as part of a team
- An enthusiastic and positive attitude to work
- Highly organised with the ability to work quickly and accurately

**Desirable Criteria**
- Previous experience in a similar role in the banking/financial industry

**About The Role**

**ROLE SPECIFIC**
- Act as a first point of contact, offering a professional service to our Members in a manner that reflects the Society’s values;
- Build relationships with our Members;
- Maintain knowledge of our products;
- Operate branch systems;
- Carry out a range of daily branch tasks including those for start of day, till operations, account / miscellaneous transactions, till balancing, nominal receipts and withdrawals processing and end of day;
- Carry out a range of investment tasks in relation to account opening, passbooks, investment receipts and withdrawals, account closure, death of investors, non-personal accounts, NOR accounts and account amendments;
- Maintain knowledge of branch, investment and security procedures;
- Adhere to the Society’s Treating Members Fairly standards;
- Deal with enquiries face to face and over the telephone in a professional manner;
- Undertake various administrative duties including mortgage administration duties if / as required;
- Liaise with Head Office staff as required.

**ROLE GENERIC**
- Contribute to the achievement of the Society’s Corporate Plan.
- Participate in the day-to-day activities of the team and work effectively as a team member, ensuring that the highest standards of member service and work output are achieved.
- Keep abreast of the latest innovations and developments, relative to your remit.
- Ensure compliance at all times with Society, regulatory and statutory requirements.
- Help implement new practices, positively responding to change and make suggestions to drive continuous improvement.
- Meet performance measures and KPIs set for you and your team.
- Communicate in a timely and effective manner with members of your team and other parts of the business.
- Participate in training & development opportunities.

**GENERAL**
- Demonstrate the Society’s values in behaviours and actions.
- Produce the highest standard of work possible in accordance with the Society’s Policies, T&C Scheme, Conduct Rules, Codes of Practice and operational procedures.
- Comply with Information & Cyber Security controls as relevant to your day to day duties.
- Work safely as a member of a team to carry out Health & Safety working practices.
- Carry out any other function necessary for the smooth running of the branch / department.

**WHAT'S ON OFFER**
- Competitive salary
- Hybrid working model
- Annual KPI Bonus Scheme
- Excellent pension with up to 20% employer pension contribution
- Life Assurance Scheme
- Group Income Protection
- Health cash plan for money back on dental, optical costs etc
- Generous holidays - 25 day