Performing operational support duties for cash management products at NBT Bank. Providing training and resolving customer inquiries while ensuring policy compliance.
About the role
- Customer Services Representative handling customer inquiries related to unsecured lending at Hastings Direct. Responsible for providing support and managing queries through different communication channels.
Responsibilities
- Responsible for answering queries from customers in early stages of arrears
- Supporting customers with their initial payment concerns using multiple channels whilst striving to resolve customer queries first time
- Managing inbound calls & emails, and making outbound calls
- Helping the wider operations team manage and support the end-to-end customer journey
- Working closely with our Underwriting & Customer Service colleagues to escalate customer interactions where necessary
- Ensure that all customers are treated fairly and that those who are identified as being vulnerable or in financial hardship are dealt with according to regulatory and company policies
- Manage customer complaints effectively and in line with company policies
- Be a self-starter and proactively manage work queues on a day-to-day basis
- Be a team player, supporting colleagues who need help and suggesting process/system improvements
Requirements
- Underlying focus on Customer Service essential, comfortable conversing with customers on phone and email
- Proactively identifying process improvements to help improve customer and business outcomes
- Willingness and ability to learn a new product line and apply existing skills in new area
- Adept at identifying and dealing with vulnerable customers
Benefits
- Up to 5% annual discretionary Bonus
- Hybrid working (1 day per week in the office with the option to do more depending on your preference)
- A fantastic open plan modern office
- We promote a relaxed, friendly & diverse working environment
- 'Harrys' - a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee
- 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
- Pension match up to 10% of your salary
- Life insurance (4 x base salary)
- Discounted Hasting Direct products
- Discounts & cashback with well-known retailers
- Tech scheme, cycle to work, health assessments, and skin check - on completion of probation
- Refer a friend scheme - earn £500 for every friend you refer
- We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop
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