Job Description Execute and own all account tasks that are assigned to you.
Assist the Management Team with oversight of Team tasks to ensure all SLA's are met as required.
By seen as a subject matter expert within the Team.
Support the Team if there are complex queries by way of offering direction within the Team Chat Carry out customer call-backs as escalated by the Team.
Ensure system records are maintained and updated following every customer interaction.
Investigate, review and negotiate at individual account level, to ensure the correct customer outcome is achieved.
Liaise with internal teams in relation to the expediting of required information.
Complete general loan administration duties such as issuing mortgage statements, redemption statements and ad hoc manual letters.
Positively contributing to the achievement of agreed SLA's.
Consistently record incidents immediately on detection of errors and engages with Risk Owner to resolve where required.
Take ownership of errors and complaints received, managing the customer experience to a successful resolution.
Consistently demonstrate that "the customer is at the heart of everything we do" through their engagement with customers, and through the resolution of queries and issues in a timely and effective manner.
Contribute to the team and customers by generating continuous improvement ideas.
Qualifications Previous Contact Centre / Senior customer Service experience.
Computer literate, with the ability to quickly learn new systems.
Good interpersonal & communication skills with the ability to interact with colleagues and customers, providing a positive, proactive service.
Ability to react and deal with change in a fast-moving environment, processing high volume data within tight deadlines.
Proven ability to be accountable for and follow all defined procedures, controls, and instruction.
Good attention to detail, accuracy, and ability to multitask.
To work within, and be compliant at all times, with all relevant regulations and legislation applicable to this role Desirable Expertise Previous financial services experience.
Financial services qualification such as QFA / APA Additional Information D&I statement