At a Glance
- Tasks: Join us as a Customer Service Representative, handling mortgage and savings account queries daily.
- Company: Be part of a reputable Society dedicated to customer satisfaction and financial services.
- Benefits: Enjoy flexible working options, competitive pay, and opportunities for growth.
- Other info: You'll also assist in various departments and participate in system testing for new products.
- Why this job: Gain valuable experience in a supportive environment while making a real impact on customers' lives.
- Qualifications: Strong communication skills and a knack for problem-solving are essential; previous customer service experience is a plus.
The predicted salary is between 28800 - 43200 £ per year.
The efficient and effective administration and customer service of Mortgage and Savings Accounts
Scope
- Maintain an up to date knowledge of all products and services offered by the Society, its subsidiary and associated companies.
- Answering the telephones to respond promptly, accurately and efficiently to enquiries from both mortgage and savings existing customers, including online support.
- Explain the products and services offered by the Society, its subsidiary and associated companies to existing customers of the Society within the bounds of the Society’s categorisation as an ‘information only’ provider under the FCA’s regime. As such, take care to avoid making comment, orally or in writing, which may be construed as offering advice and/or guidance and, where relevant, adhere to scripted questions during telephone communications.
- Undertake administration duties encompassing all aspects of Mortgage Accounts procedures such as mortgage completions, redemptions, capital payments, monthly payments, product transfers, retention releases, lease extensions, sale of lands, letting requests, customer amendments, and general enquiries etc.
- Prepare and issue standard or dictated letter responses to savings customers as appropriate, including researching and responding to “Lost Account” enquiries.
- Perform the cashiering function at Head Office; opening new savings accounts, closing existing savings accounts, amending existing account data, financial additions to and withdrawals from individual accounts via SUMMIT and the supporting Frontline system.
- Deal with all administrative amendments relating to both customer details and account details, including address changes, applying notice requests, change of nominated bank account etc.
- Undertake all aspects of the ISA transfer (IN and OUT) process in line with laid down procedures.
- Assist with all aspects of the Registration process in line with laid down procedures.
General
- Assist in other departments of the Society as required including but not limited to Loans Underwriting and the New Business Team. You may also be required to perform the cashiering function at the Branch office, as well as being included in the Saturday rota as required.
- Undertake all aspects of system testing including new products and statements as required.
- Undertake general day to day administration duties encompassing all aspects of internet accounts procedures, including applications, security, amendments and secure messaging.
- Undertake checking of daily, weekly and monthly reports as required.
- Attend Internal or External meetings as required.
- Undertake any other related tasks requested by the Manager, or his/her Line Superiors.
Skills and Experiences
- Excellent written, verbal & listening communication skills (ability to explain the complicated simply)
- Ability to demonstrate a natural curiosity and eagerness to learn
- Ability to switch between different tasks e.g ability to take a call if asked even if in the middle of an admin task
- Ability to approach problems with a logical and analytical mindset, identifying root causes and proposing effective solutions
- Accuracy and attention to detail
- Ability to quickly grasp new concepts and skills
- Experience of working in a fast-paced telephone customer service environment (desirable)
- Experience of working within financial services or a regulated customer service environment (desirable)
Customer Service Representative in Epsom employer: Family Building Society
As a Customer Service Representative at our Society, you will thrive in a supportive and collaborative work culture that prioritises employee development and well-being. We offer comprehensive training, opportunities for career advancement, and a commitment to maintaining a healthy work-life balance, all within a vibrant community setting. Join us to be part of a team that values your contributions and fosters a sense of belonging while serving our customers with excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative in Epsom
✨Tip Number 1
Familiarise yourself with the products and services offered by StudySmarter. Understanding our offerings will help you answer customer queries more effectively and demonstrate your knowledge during the interview.
✨Tip Number 2
Practice your communication skills, especially in explaining complex information simply. You might want to role-play common customer scenarios with a friend to build your confidence in handling inquiries.
✨Tip Number 3
Showcase your organisational skills by preparing a list of potential questions you might face during the interview. This will help you think on your feet and demonstrate your ability to manage multiple tasks.
✨Tip Number 4
Research the financial services industry and current trends. Being knowledgeable about the sector will not only impress us but also help you understand the context of the role better.
We think you need these skills to ace Customer Service Representative in Epsom
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service, especially in financial services. Use specific examples that demonstrate your organisational skills and ability to communicate effectively.
Craft a Strong Cover Letter:In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with the responsibilities outlined in the job description, particularly your ability to handle enquiries and perform administrative tasks.
Showcase Communication Skills:Since excellent communication is key for this role, provide examples in your application that showcase your written and verbal communication skills. Consider including a brief anecdote about a time you successfully resolved a customer issue.
Highlight Adaptability:Emphasise your ability to switch between tasks and learn quickly. Mention any previous experiences where you had to juggle multiple responsibilities or adapt to new processes, as this is crucial for the fast-paced environment.
How to prepare for a job interview at Family Building Society
✨Know Your Products
Familiarise yourself with the mortgage and savings products offered by the Society. Being able to discuss these confidently will show your preparedness and understanding of the role.
✨Practice Active Listening
During the interview, demonstrate your excellent listening skills by summarising what the interviewer says and asking relevant questions. This shows that you can effectively communicate and understand customer needs.
✨Showcase Your Organisational Skills
Be ready to discuss how you manage multiple tasks efficiently. Provide examples from past experiences where you successfully juggled different responsibilities, especially in a fast-paced environment.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities. Prepare examples of how you've handled difficult customer situations or administrative challenges, highlighting your logical approach and attention to detail.
