Job Description

To provide an efficient and effective service to customers, understanding their needs and requirements, working to exceed those wherever possible.
Key Responsibilities

• Deliver customer service in line with ‘best practice’, ensuring compliance to relevant policies, procedures and SLA’s.
• Quoting and processing of settlements (excluding bad debt)
• Respond to and process requests for agreement reschedules (non arrears)
• Communicate courteously with customers & colleagues by telephone, email or by post.
• Keep accurate records of discussions or correspondence with customers.
• Take Card Payments and add/allocate customer payments (in-life).
• Respond appropriately to account information requests (from customers or third parties with suitable authorizations).
• Identification and referral of SARS to Compliance.
• Respond efficiently and effectively to complaints, in line with company complaints policy.
• Provide help to customers on our products or services.
• Process customer/asset audit correspondence and amendments.
• Assist with UAT testing as required by the business.
• Management of end of agreement confirmation letters.
• Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.

Rewards and Benefits

• At Close Brothers we recognize the value of a work life balance, and have put together a benefits package that reflects this.
• Discretionary Annual Bonus
• Pension – Group Stakeholder Pension Plan; 5.3% employee and 10% employer contribution
• Life assurance – 4 times annual salary
• Private Medical Healthcare

Required Knowledge, Skills, and Abilities

Excellent communication skills, ability to communicate with both customers and colleagues at all levels of seniority and liaise effectively with other internal departments. Confidence to deal with difficult or challenging situations and to know when appropriate to seek guidance from line manager. A financial services background is preferred but not essential. Previous experience in working in a regulated or data driven environment. A strong team player. Good IT skills, particularly on Microsoft Word. Problem solving mindset. A conscientious, flexible and ‘can do’ working style. Good time management and organization skills.