Job Description

You will join a team of Customer Service Advisers who are passionate about going the extra mile to ensure that our customers receive the best service possible whilst remaining compliant to the key regulatory bodies that govern us.

You will handle incoming and outgoing calls to customers who have open cases with our Financial Advisers or are enquiring about general advice on our products. You will also keep on top of administrative duties relating to customer cases and accounts.

Key Responsibilities:

• Handling incoming and outgoing calls efficiently, providing accurate and informative guidance/resolutions to customers questions
• Build positive rapport with customers, providing excellent customer service in each interaction
• Complete all administrative duties relating to enquiries (letter writing, document updating, emails to customers etc.)
• Processing changes when requested to customer cases, verifying accuracy of data provided (e.g. change of contact information, bank details)
• Respond to mortgage management requests e.g. providing annual statements, property information checks, tariff of charges
• Ensure compliance with all internal procedures and key regulatory rules at each customer interaction (FCA, Data Protection Act)
• Support with the testing of new products and changes within internal systems where required
• Keep up to date with internal training and e-learning, as well as being pro-active in your own personal development

Required Knowledge, Skills, and Abilities

• Excellent customer service
• Polite and friendly telephone manner
• Positive and pro-active attitude to work and your own development
• Confident user of Microsoft Office packages (e.g. Word, Excel, Outlook)
• Minimum grade C GCSE level Math and English (or equivalent)
• Experience working in a regulated environment (i.e. banking, finance, insurance)