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For Companies At a Glance
- Tasks: Provide warm and efficient customer support for savings and loan products.
- Company: Join a supportive bank that values fairness and clarity.
- Benefits: Enjoy 25 days holiday, private medical insurance, and work-from-anywhere options.
- Other info: Dynamic team environment with opportunities for growth and development.
- Why this job: Make a real difference in customers' lives while developing your skills.
- Qualifications: Experience in customer service, especially in financial services, is a plus.
The predicted salary is between 30000 - 40000 £ per year.
Role Overview
This bank offers a level of customer service that is efficient but provides real warmth by staff who genuinely operate under the values - fair, easy to use, easily understood and supportive. 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.
Hours: Rota basis covering 8am-7pm, Monday to Friday and 9am-12:30pm on Saturdays. This role will be required to work alternate Saturdays and when scheduled to do so, you will work 9am-12:30pm on a Friday.
Role Responsibilities:
- Handle customer/prospect queries associated with 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 with 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.
- 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.
- Identify ways to improve the customer journey and use initiative to suggest effective solutions.
- Maintain and develop thorough technical knowledge of the core banking platform, its processes, controls and procedures.
- Maintain 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.
- Carry out a range of administrative tasks such as collecting and scanning post, printing, mailing documents and downloading electronic files.
- Provide support to other teams at peak times or as required.
Role Requirements:
- 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.
- 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 while embracing change.
- Experience with Phoenix and/or UK payment schemes would be advantageous.
Benefits:
- 25 days holiday (plus bank holidays), rising to 30 days with service.
- Private Medical Insurance.
- Work from anywhere in the world for up to 30 days per year.
- Group Life Assurance (4x salary).
- Income Protection Scheme.
- Pension scheme (6% employer contribution, subject to 4% employee contribution).
Customer Service Specialist employer: thisbank
Contact Detail:
thisbank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist
✨Tip Number 1
Get to know the company inside out! Research thisbank's values and customer service approach. When you understand what makes them tick, you can tailor your conversations to show how you fit right in.
✨Tip Number 2
Practice your communication skills! Since you'll be handling various contact channels, try role-playing different scenarios with friends or family. This will help you feel more confident when chatting with customers.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you went above and beyond for a customer. This will demonstrate your commitment to providing excellent service.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect with us directly.
We think you need these skills to ace Customer Service Specialist
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in customer service, especially in financial services. We want to see how you've gone above and beyond for customers in the past!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the values and responsibilities mentioned in the job description. It shows us you’re genuinely interested.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and skills.
Apply Through Our Website: We encourage you to apply through our website for the best chance of being noticed. It’s super easy and ensures your application goes directly to us!
How to prepare for a job interview at thisbank
✨Know Your Stuff
Make sure you brush up on your knowledge of savings and loan products. Familiarise yourself with common customer queries and the processes involved in handling them. This will show that you're not just interested in the role, but that you’re also prepared to provide the warm, supportive service this bank values.
✨Showcase Your Communication Skills
Since you'll be the first point of contact for customers, practice clear and concise communication. Think about how you can convey complex information simply and effectively. During the interview, demonstrate your ability to listen actively and respond thoughtfully to questions.
✨Emphasise Your Problem-Solving Skills
Prepare examples of how you've handled difficult customer situations in the past. Highlight your ability to identify issues and suggest effective solutions. This will illustrate your initiative and commitment to improving the customer journey, which is key for this role.
✨Be Ready to Discuss Compliance
Understand the importance of compliance in a financial services environment. Be prepared to discuss how you’ve adhered to policies and regulations in previous roles. This will reassure the interviewers that you take these responsibilities seriously and can maintain high standards.