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- Tasks: Provide warm and efficient customer support for savings and loan queries.
- Company: Join JN Bank UK, a pioneering Caribbean bank with a rich heritage.
- Benefits: Gain valuable experience in a supportive and inclusive work environment.
- Other info: Embrace a dynamic role with opportunities for personal and professional growth.
- Why this job: Make a real difference by helping customers achieve their financial goals.
- Qualifications: Experience in customer service, especially in financial services, is preferred.
Customer Service Specialist (3 months FTC)
About Us
JN Bank UK Ltd is a newly launched UK bank, delivering savings and loans solutions to customers. The bank builds on the heritage of the Jamaica National Group of almost 150 years and more than three decades of service to members in the UK though other operations. In 2019, we became the first Caribbean bank to be granted a UK banking licence, building a resourceful and tight-knit team of dedicated professionals. We are now looking to add to our team to help deliver our ambitious growth plans.
With a commitment to trust, inclusivity and facilitating the goals and dreams of customers in a meaningful way, the bank’s employee value proposition maintains focus on respect, innovation, service and maintaining a positive work environment.
Role Overview
JNB UK offer a level of customer support that is efficient but offers real warmth by staff who genuinely operate under the Group’s value “we’ll help you find a way”. The Customer Support Specialist is the first point of contact for customers seeking general customer service support in relation to their savings product or loan.
This is a 3 months Fixed-Term Contract.
Duties & Responsibilities
- Handle customer/prospect queries associated to savings and loan accounts via a variety of contact channels (inbound calls, outbound calls, emails, SMS, in app messaging)
- Identify and engage with vulnerable customers in line with the Vulnerable Customer Policy
- Execute tasks associated to the management of customer records and accounts ensuring the achievement of great customer outcomes
- Identify customers who are about to fall behind with their loan repayments, and forward them onto the Collections team for support
- Create and maintain accurate customer records
- Escalate matters, with recommendations, to the department head when appropriate
- Work independently, moving easily between contact channels as required
- Communicate clearly with other teams to ensure agreed actions are executed correctly within our systems and within agreed SLAs
- Adhere to company policies and regulatory requirements including anti-money laundering, prevention of financial crime and data protection
- Identifying ways to improve the customer journey and using initiative to suggest effective solutions
- Maintaining and developing a thorough technical knowledge of the core banking platform, its processes, controls and procedures
- Maintaining effective relationships with all internal and external colleagues, stakeholders and organisations
- Identify, log and where required resolve complaints (including FOS escalations) in line with DISP requirements
- Carrying out a range of administrative tasks such as collecting and scanning post, printing, mailing documents and downloading electronic files
- Providing support to other teams at peak times or as required
Experience & Qualifications
- Proven experience in a customer service role in a retail financial services environment
- Previous experience handling loan and/or savings products in the UK would be advantageous
- Excellent spoken and written communication skills
- Computer and numeracy skills
- Track record of working efficiently and meeting all compliance standards with strong attention to detail
- A motivation to go above and beyond for customers
- Flexible approach to work with willingness to provide support to other teams
- Able to multi-task and move between a variety of tasks as they arise considering priorities
- Ability to work independently and as part of a dynamic team whilst embracing change
- Experience with Phoenix and/or UK payment schemes would be advantageous
To Apply
We are committed to creating a diverse and inclusive workforce. We believe it makes our company stronger. We celebrate the differences that all our colleagues bring to our business and respect and embrace differences in gender identity, race, ethnic origin, sexual expression and orientation, religion and faith, age, marital status, disability, neurodiversity, social background, education and way of thinking.
Please let us know if you require any adjustments to be made to the recruitment or interview process.
We regret that owing to the volume of applicants, we will not reply to you individually if you are not shortlisted for this vacancy. We thank you in advance for your application.
Seniority level
- Mid-Senior level
Employment type
- Contract
Job function
- Other
Industries
- Banking
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Customer Service Specialist (3 months FTC) employer: JN Bank UK
Contact Detail:
JN Bank UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist (3 months FTC)
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on JN Bank UK Ltd. Understand their values and mission, especially their commitment to trust and inclusivity. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Service Specialist, you'll need to communicate clearly and effectively. Try role-playing common customer scenarios with a friend or family member to build your confidence and refine your responses.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experience where you've gone above and beyond for customers. Be ready to share these stories during your interview to demonstrate how you can contribute to improving the customer journey at JN Bank.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on our site. It’s the best way to ensure your application gets seen by the right people. Plus, it shows your enthusiasm for joining our team!
We think you need these skills to ace Customer Service Specialist (3 months FTC)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Specialist role. Highlight your experience in customer service, especially in financial services, and show how you align with our values of trust and inclusivity.
Showcase Your Communication Skills: Since this role involves a lot of communication, emphasise your spoken and written communication skills. Use clear and concise language in your application to demonstrate your ability to convey information effectively.
Highlight Relevant Experience: If you've worked with savings or loan products before, make that stand out! Mention any specific achievements or experiences that relate directly to the responsibilities listed in the job description.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at JN Bank UK
✨Know Your Stuff
Before the interview, make sure you brush up on your knowledge of savings and loan products. Familiarise yourself with JN Bank UK Ltd's offerings and their customer service values. This will show that you're genuinely interested and prepared to engage with customers effectively.
✨Showcase Your Communication Skills
As a Customer Service Specialist, clear communication is key. Practice articulating your thoughts clearly and concisely. You might even want to role-play common customer scenarios with a friend to get comfortable with handling queries and complaints.
✨Demonstrate Empathy
Since you'll be dealing with vulnerable customers, it's crucial to convey empathy during your interview. Think of examples from your past experience where you've successfully supported customers in difficult situations, and be ready to share these stories.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, how they measure success in customer service, or what challenges the bank currently faces. This shows your interest in the role and helps you understand if it’s the right fit for you.