Customer Service Officer

The main purpose of the Customer Service role will be:

• To be the first point of contact for existing customers, dealing with enquiries, processing amendments and providing assistance and guidance as required on mortgage related matters.
• Providing excellent customer service to all customers and sound decision making when managing these customers by considering the full range of support options available.
• Treating Customers Fairly’ (TCF) is central to the FCA’s expectations of firms’ conduct and that all staff will be required to demonstrate a knowledge of this key operating principle which will be incorporated into TML’s operations.
• Note taking, capturing customers’ requests and enquiries accurately.
• Productivity levels are within acceptable department standards.
• To minimise the number of repetitive enquiries from customers, adopting a ‘getting it right first time’ approach.
• Adherence and achievement of Service Level Agreements.
• Working within their allocated mandate and escalating when appropriate.
• Actively participates in and contributes to departmental meetings including making suggestions to improve processes or (where applicable) amend policy.
• Demonstrates a full understanding of regulation as it affects the management of customer accounts.
• Continued adherence to the company’s training and monitoring programme which includes, Anti Money Laundering/Financial Crime, Treating Customers Fairly, Anti Bribery and Corruption.
• Customer Service Officers are required to follow and adhere to the relevant processes and procedures, within their mandate, when handling customer inquiries.
• Deal directly with customers via telephone, correspondence (postal or electronic), responding promptly to customer inquiries on account amendments, balances, redemptions requests, title deeds, transaction details, statements and fees and charges.
• Maintain customer accounts, keeping accurate records of actions taken

Requirements

• Post completion, customer service experience within the secured lending or residential or commercial mortgage market
• Experience of the Land Registry of England & Wales and the Registers of Scotland and conveyancing activities.
• Understanding of the regulatory environment and in particular, Treating Customers Fairly
• Experience of liaising with third parties such as solicitors. (Preferred)
• PC skills including MS Excel and Word
• Excellent communication skills
• Attention to detail
• Planning and problem solving skills