Responsibilities:
- Effectively prioritising and responding/actioning customer queries, finding appropriate solutions, via telephone, email, secure messaging (online) and/or post
- Identifying and assessing customers' needs to deliver good customer outcomes
- Managing incoming calls, at times of which can be high
- Arranging telephone call backs with customers, as appropriate
- Ensuring sufficient and appropriate support for vulnerable customers
- Opening and closing customer accounts
- Assisting customers register online and providing support to customers on how to use the Group's online system, as appropriate
- Updating account details and maintaining accurate customer records.
- Issuing customer statements
- Producing customer correspondence
- Signposting customers to guidance and resources as appropriate
- Building sustainable relationships and trust with customers
- Providing well-considered, accurate, and complete information to customers
- Handling customer complaints, providing appropriate solutions and alternatives within the agreed SLAs and following and/or escalating to the Team Manager to ensure appropriate resolution(s)
- Maintaining accurate records of customer interactions through appropriate account notes, processing customer accounts and filing documents
- Ensuring confidential records and financial information private and secure
- Adhered to agreed communication procedures, guidelines, and policies
- Actively supporting Team Managers to identify potential improvements to improve the customer journey and experience
Skills
- Familiarity with core banking / CRM systems
- Intermediate skills with Microsoft Word, Excel, and Outlook
- Savings product knowledge
- Strong telephone handling and active listening skills
- Excellent communication and presentation skills
- Detail orientated
- Excellent attention to detail and record keeping skills
- Ability to work independently and as part of a team
- Ability to work in a fast-paced environment with the ability to multi-task, prioritize, and manage time effectively
- Ability to grasp and adapt to new technology and systems
- Problem solver
- Operationally flexible
- Shows initiative