Job Purpose
Our client, a well‑established mutual financial institution, is looking for several Customer Service Representatives to join their team.
In this role, you’ll make sure mortgage, and savings accounts are managed smoothly while providing customers with clear, friendly, and efficient service
Responsibilities
• Stay informed: Keep up to date with all the products and services the Society and its related companies offer.
• Help customers: Answer phone calls and online queries quickly and accurately, supporting both mortgage and savings customers.
• Provide information (not advice): Explain products and services clearly, sticking to approved scripts where needed, and avoid giving financial advice.
• Handle mortgage admin: Process tasks like completions, repayments, product transfers, lease extensions, property sales, letting requests, and customer account changes.
• Support savings customers: Write letters, respond to account queries, and help with “lost account” searches.
• Cashiering duties: Open and close savings accounts, update account details, and process deposits and withdrawals using the Society’s systems.
• Update records: Manage changes to customer and account details, such as addresses or nominated bank accounts.
• ISA transfers: Carry out transfers in and out according to procedures.
• Registrations: Assist with customer registration processes.
• Cross‑department support: Help other teams when needed, including Loans Underwriting and New Business. You may also cover cashiering at branch offices and work occasional Saturdays.
• System testing: Test new products, systems, and statements.
• Online accounts: Handle applications, security checks, updates, and secure messages.
• Reports: Check daily, weekly, and monthly reports.
• Meetings: Attend internal and external meetings as required.
• Other tasks: Carry out any related duties requested by your manager.
Skills & Experience
• Strong organisational skills.
• Clear communication skills (written, spoken, and listening) able to explain complex things simply.
• Curious and eager to learn.
• Flexible able to switch tasks quickly (e.g., take a call while working on admin).
• Problem‑solving mindset, logical, analytical, and solution‑focused.
• High accuracy and attention to detail.
• Quick to pick up new skills and concepts.
• Confident with IT systems.
• Team player.
• Experience in a busy customer service role (preferred).
• Experience in financial services or a regulated environment (preferred).