Our client is a growing Bank with a fantastic, innovative proposition, market leading product suite & sustainable approach to lending. Due to their ongoing growth the company now seeks a Savings Customer Service Executive to join their busy thriving team.

The Savings Customer Services Specialist is responsible for supporting existing and prospective savers. Savers will interact with the bank via a variety of channels which include online secure messages, telephone, email, post and webchat.

The savings customer services team is responsible for all customer servicing including account opening, payments in and out, statements and managing the maturity process.

This role offers huge scope for personal & career development as the bank continues to scale. 

Responsibilities of the Savings Customer Service Specialist – Banking role: 

1) Customer Service

• Provide exceptional customer service and driving good customer outcomes to savers and prospective savers via telephone, email, secure message and webchat.
• Continually develop your knowledge on the bank’s savings products and services so that you can assist savers with their queries.
• Ensure all customer information and systems are accurate and kept up to date.
• Escalate any issues and share savers feedback which could help improve the bank’s service to the Savings Customer Services Manager.
• Document details of calls and correspondence on the savers system record.
• Help achieve the team’s customer service satisfaction performance e.g. NPS, surveys, customer reviews.

2) Risk

• Treat customers fairly in all that you do.
• Ensure that all savings team procedures are followed and adhered to.
• Supporting information and documentation to complete Know Your Customer and Anti Money Laundering checks. Have confidence to ask questions and escalate concerns where appropriate.
• Report and log complaints, breakage requests and all regulatory tasks as required.

3) Teamwork

• Complete your personal training and development plan in accordance with the documented milestones and timelines.
• Collaborate with colleagues to ensure customer queries and issues are resolved and communicated quickly.
• Share best practice with your colleagues and communicate this and ideas for improvement to the Savings Customer Services Manager and other appropriate colleagues

4) Financial

• Support the savings team in delivering the bank’s monthly and annual funding requirements, as set by Assets & Liability Committee (ALCO).
• Take ownership of customers by focusing on activities such as converting enquiries from prospective savers to opened accounts, helping customers to fund their new accounts and retaining existing savers when their accounts mature.
• Proactively propose initiatives which will improve customer service, efficiency and satisfaction which will help to lead to a reduction in the cost of acquisition of savers and the price paid for deposits relative to market.

Required Skills & Experience of the Savings Customer Service Specialist – Banking – Chester role:

Required Skills / Experience

• 2 years + customer services experience, preferably in a financial services environment.
• Good ability to communicate via telephone, webchat and email.
• Good numerical skills.
• Demonstrable experience of adhering to policies and processes.

Desirable Skills / Experience

• Experience of working within a savings team within a bank, building society or financial services company.
• Knowledge of regulatory policies within the financial services sector.
• Knowledge of any aspect of agriculture would be welcome.
• Reliable, honest and can contribute to create a thriving culture.
• Anti-money laundering and know your customer regulations.
• A passion for delivering outstanding customer service.
• Desire to continually develop and improve.
• Experience of working with vulnerable customers

This is a fantastic opportunity to utilise your experience within a dynamic growing organisation & to be part of their increasingly successful story.

For more information please apply now!