Customer Service Specialist

Role Overview

thisbank offer a level of customer service that is efficient but offers real warmth by staff who genuinely operate under the values – fair, easy to use, easily understood and supportive. The Customer Support Specialist is the first point of contact for customers seeking general customer service support in relation to their savings product or loan.

Hours

Rota basis covering 8am-7pm, Monday to Friday and 9am-12:30pm on Saturdays. This role will be required to work alternate Saturdays and when scheduled to do so, you will work 9am-12:30pm on a Friday.

Role Responsibilities

• Handle customer/prospect queries associated to savings and loan accounts via a variety of contact channels (inbound calls, outbound calls, emails, SMS, in app messaging)
• Identify and engage with vulnerable customers in line with the Vulnerable Customer Policy
• Execute tasks associated to the management of customer records and accounts ensuring the achievement of great customer outcomes
• Identify customers who are about to fall behind with their loan repayments, and forward them onto the Collections team for support
• Escalate matters, with recommendations, to the department head when appropriate
• Work independently, moving easily between contact channels as required
• Communicate clearly with other teams to ensure agreed actions are executed correctly within our systems and within agreed SLAs
• Adhere to company policies and regulatory requirements including anti-money laundering, prevention of financial crime and data protection
• Identify ways to improve the customer journey and using initiative to suggest effective solutions
• Maintain and develop thorough technical knowledge of the core banking platform, its processes, controls and procedures
• Maintain effective relationships with all internal and external colleagues, stakeholders and organisations
• Identify, log and where required resolve complaints (including FOS escalations) inline with DISP requirements
• Carry out a range of administrative tasks such as collecting and scanning post, printing, mailing documents and downloading electronic files
• Provide support to other teams at peak times or as required

Role requirements

• Proven experience in a customer service role in a retail financial services environment
• Previous experience handling loan and/or savings products in the UK would be advantageous
• Excellent spoken and written communication skills
• Track record of working efficiently and meeting all compliance standards with strong attention to detail
• A motivation to go above and beyond for customers
• Flexible approach to work with willingness to provide support to other teams
• Able to multi-task and move between a variety of tasks as they arise considering priorities
• Ability to work independently and as part of a dynamic team while embracing change
• Experience with Phoenix and/or UK payment schemes would be advantageous
• 25 days holiday (plus bank holidays), rising to 30 days with service
• Private Medical Insurance
• Work from anywhere in the world for up to 30 days per year
• Group Life Assurance (4x salary)
• Income Protection Scheme
• Pension scheme (6% employer contribution, subject to 4% employee contribution)

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