Customer Service Executive

We have an exciting opportunity for a Customer Service Executive within our newly formed Customer Service Team.

What will you be doing?

• Managing inbound and outbound calls for the servicing of customer loan accounts
• Ensuring system records are maintained and updated following every customer interaction.
• Investigating and negotiating at individual account level, to ensure the correct customer outcome is achieved.
• Liaising with internal teams in relation to the expediting of required information
• General loan administration requirements such as issuing mortgage statements, redemption statements and ad hoc manual lettering as required
• Work within agreed metrics, for all operational and customer requirements, including meeting agreed targets and service level agreements
• Consistently record incidents immediately on detection of errors and engages with Risk Owner to resolve where required.
• Takes ownership of errors and complaints received, managing the customer experience to a successful resolution

The successful candidate will be responsible for delivering exceptional customer experience by ensuring all customer queries are managed effectively and efficiently, with all customer investigations completed within agreed SLAs.

Requirements

Skills & Person Specification

• Previous contact centre experience and/or financial services background, ideal but not required
• Computer literate, with the ability to quickly learn new systems
• Good interpersonal & communication skills with the ability to interact with colleagues and customers, providing a positive, proactive service
• Ability to react and deal with change in a fast-moving environment, processing high volume data within tight deadlines
• Proven ability to be accountable for and follow all defined procedures, controls, and instruction
• Good attention to detail, accuracy, and ability to multitask
• To work within and be compliant at all times with all relevant regulations and legislation applicable to this role
• Consistently demonstrates that “the customer is at the heart of everything we do” by ensuring that customer impact is considered in the course of all tasks and activities
• Target driven individual with the ability to manage your own workload while contributing positively to the wider team and organisation, working to achieve common goals.