Job Title: Customer Service Representative
Location: Epsom
Salary: Up to £25,
Reports to: Customer Service Manager
About the Opportunity
We are currently recruiting on behalf of our client, a well-established financial institution, for a Customer Service Representative to join their team. This is an exciting opportunity for someone with a passion for delivering excellent customer service and an interest in the financial services sector. You will play a key role in ensuring the efficient and effective administration of Mortgage and Savings Accounts.
Desirable:
1. Background in financial services or a regulated industry
2. Experience in a fast-paced telephone customer service environment
Key Responsibilities
3. Maintain up-to-date knowledge of all products and services offered by our client and their affiliated companies.
4. Handle telephone enquiries from existing mortgage and savings customers, providing prompt, accurate, and helpful responses.
5. Clearly explain products and services within the scope of the client's regulatory classification as an 'information only' provider, avoiding advice or guidance.
6. Carry out all aspects of mortgage account administration, including completions, redemptions, payments, product transfers, lease extensions, and general enquiries.
7. Prepare and send standard or dictated customer correspondence, including handling lost account enquiries.
8. Perform cashiering duties at Head Office, including opening, closing, amending, and processing transactions on savings accounts using internal systems (SUMMIT and Frontline).
9. Manage changes to customer and account information such as address updates, notice requests, and nominated bank account amendments.
10. Administer ISA transfers (both incoming and outgoing) and assist with account registration procedures.
11. Support other departments as required, such as Loans Underwriting and the New Business Team.
12. Assist with system testing for new products and features.
13. Process internet account administration, including applications, security, and secure messaging.
14. Check and verify daily, weekly, and monthly reports.
15. Attend internal and external meetings as required.
16. Undertake additional duties as assigned by the Customer Service Manager or senior leadership.
Key Skills & Experience
Essential:
17. Excellent organisational skills and attention to detail
18. Strong written, verbal, and listening communication skills
19. Ability to manage multiple tasks and switch priorities when needed
20. Logical, analytical approach to problem-solving
21. Fast learner with a strong sense of curiosity
22. IT literate with the ability to use a range of software and internal systems
23. Team-oriented with a proactive and flexible mindset
Why Join Our Client?
24. Friendly, supportive team culture
25. Training and development opportunities
26. Varied and rewarding role within the financial services sector
27. Opportunity to make a meaningful impact on customer experience
Please contact if you are interested in this role.
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