FDM is seeking a Telephony Representative to work for our client within the banking sector. This is initially a 12-month contract with the potential to extend and will be a hybrid role based in Northampton
This customer-focused role is ideal for someone that has experience within banking or financial services. In this role, you will be the first point of contact providing support on a wide range of banking products and services. The ideal candidate will have the ability to resolve queries efficiently, maintain customer trust, and work effectively in a fast-paced environment.
Responsibilities
1. Manage inbound customer calls using AWS system, providing support and guidance on a range of financial products including bank accounts, cards, online banking, payments, and loans
2. Support customers via telephone relating to KYC activity using multiple systems to gather information and provide updates and guidance
3. Accurately record and log customer complaints and concerns, ensuring all details are captured in line with company procedures to support effective resolution and continuous improvement
4. Perform security checks in line with regulatory and company standards to verify customer identity
5. Escalate complex issues or complaints to the appropriate teams while ensuring follow-through
6. Maintain detailed and accurate call records as well as customer interaction notes in CRM systems
7. Achieve individual and team performance goals by meeting key metrics such as call handling time, customer satisfaction scores, and compliance standards
8. Stay up to date with changes in banking products, services, and digital platforms to provide accurate and informed support to customers