REQUIREMENTS

• Minimum of 18 months experience in a customer service or call centre role
• Experience with an AWS system
• Excellent verbal communication skills with a clear and confident telephone manner
• Strong listening, problem-solving, and decision-making skills
• Basic understanding of personal banking products and services
• Comfortable working with CRM systems and other digital tools
• High attention to detail and ability to follow processes accurately
• Ability to efficiently handle multiple calls and tasks

ABOUT THE ROLE

FDM is seeking a Telephony Representative to work for our client within the banking sector. This is initially a 12-month contract with the potential to extend and will be a hybrid role based in Northampton
This customer-focused role is ideal for someone that has experience within banking or financial services. In this role, you will be the first point of contact providing support on a wide range of banking products and services. The ideal candidate will have the ability to resolve queries efficiently, maintain customer trust, and work effectively in a fast-paced environment.

RESPONSIBILITIES

• Manage inbound customer calls using AWS system, providing support and guidance on a range of financial products including bank accounts, cards, online banking, payments, and loans
• Support customers via telephone relating to KYC activity using multiple systems to gather information and provide updates and guidance
• Accurately record and log customer complaints and concerns, ensuring all details are captured in line with company procedures to support effective resolution and continuous improvement
• Perform security checks in line with regulatory and company standards to verify customer identity
• Escalate complex issues or complaints to the appropriate teams while ensuring follow-through
• Maintain detailed and accurate call records as well as customer interaction notes in CRM systems
• Achieve individual and team performance goals by meeting key metrics such as call handling time, customer satisfaction scores, and compliance standards
• Stay up to date with changes in banking products, services, and digital platforms to provide accurate and informed support to customers