SKILLS AND EXPERIENCE SOUGHT:

• Excellent administrative skills
• Microsoft Office: Word, Excel, Outlook
• Banking Systems (Including Online Banking)
• Highly numerate, Literate and IT literate
• Ability to deal with high volumes of work
• Good organisational skills
• Excellent telephone manner
• Attention to detail

ROLE PURPOSE:

The administration of the deposit base of the bank through the lifecycle of a customer across all customer types; personal, business, ISA and charities. Offering exceptional service whilst living our company values.

RESPONSIBILITIES:

• Daily responsibilities of the bank within the Customer service team includes:
• Be the first point of contact for our customers by answering calls and messages
• Support line manager to ensure all calls are answered and the abandoned rate is minimal as per agreed SLA
• Action customer requests such as:
• new deposits both fixed and notice accounts, rollovers and repayments
• Guide and promote our customers to self serve using online banking
• Manage Bereavement calls with empathy
• Identify our vulnerable customers and update the system accordingly
• Log complaints
• Ensure Quality of work is to a high standard and any findings that have been identified are resolved in a timely manner
• Keeping customers records up to date at all times
• Provide an excellent level of customer service across all of our channels; Phone, Email, Secure Message & Letter writing
• The ability to multitask, servicing customers via multiple contact channels and being flexible across teams when the need arises
• Have a curious mind set and look for ways to continuously improve our processes so that you are more efficient and productive
• Demonstrate sound understanding of the Bank’s products and services; articulating these to your customer in an engaging and confident manner.
• Inputting of daily transactions into the banking system
• Preparing and inputting daily transfers and payments
• Ad hoc work as required, both in relation to the duties mentioned above and otherwise