Customer Service Adviser- Savings - Peterborough

Job Description

Customer Service Associate PeterboroughHeard of us Were an award-winning bank; backing people to fulfil lifes hopes and dreams. Now is your chanceThis role supports the SME Operations Manager and the SME Customer Service Team by enabling the smooth day to day functioning of the operation. The post holder will ensure that they deliver appropriate levels of service to our customers, in a compliant mannerand using robust processes and procedures. Furthermore, the post holder will enable the operation to meet the Vision the department has to deliver exceptional levels of customer service. This role will report to the SME Operations Manager and will not haveany line management responsibilities. What would your day look like* Take the lead on resolving customer queries and issues on calls, in writing or via emails * Work efficiently through work volumes on a day to day basis, delivering exceptional customer service, in line with our SME proposition. * Be able to respond to technical and non-technical questions in relation to the products and services we provide * Be a team player, working as part of an inclusive and forward-thinking team * Effective and accurate logging and handling of customer complaints, inputting in to root cause analysis and processing in line with Regulatory Requirements. * Responsible for the handling of the day to day work allocation including the updating of department work trackers, which enable effective reporting * Responds to any feedback and makes plans to improve or exceed against expectations, including individual targets and company values * Outbound calling to customers to resolve issues, or as the business requires. * Handling exception processes (BofE/EW/FC/FSCS/AML) monitoring * Responsible for contributing to team engagement and embracing site-wide integration * Be able to perform the core requirements of each work stream within the SME Customer Service Team - e.g. Business Savings activities, Direct Lending activities etc. * Take part and own small operational improvement projects or reporting responsibilities * Coordination of team engagement activities and daily huddles/team meetings * Ensuring the banks customers are compliant with Customer Due Diligence (CDD) regulatory requirements by conducting various background checks in accordance with Aldermores policies and procedures. What do we expect of you* Experienced in adhering to Customer Services processes and service level agreements (SLAs) within a dynamic environment. * Detail oriented * Excellent communication skills and key board skills are also required along with sound organisational skills and the ability to manage own workload. * Passionate about customer service and is committed to making it happen. * Ability to work under pressure in a fast paced environment with multiple priorities and deadlines. * Good team player skills are essential with a track record of working within a dynamic team continuously looking for improvement * Demonstrated problem solving, decision-making and time management skills * Experience of working within a regulated, banking or financial services environment What can you expect of us* A friendly and flexible culture, synonymous with our proposition to our Customers. * A smart yet comfortable working environment, well located for the daily commute and those lunchtime errands. * A growing organisation that defines itself as being nimble, lean and strong. * A drive for continuous improvement, for which you will be empowered to get behind from day one. * A visible and approachable ExCo; who you will very likely to bump into whilst making your morning coffee. And of course you will be compensated competitively, with a good range of core benefits and bonus potential.Still CuriousA lot can happen in a year! In 2019 Aldermore Group was formed; bringing together two very successful businesses, Aldermore Bank and MotoNovo Finance, under the First Rand umbrella. Whilst our parent company operates internationally from their HQ in South Africa, we are a UK-based financialservices specialist that supports our customers across a range of products and services, with hubs throughout the UK, including London, Reading, Manchester and Cardiff. We also celebrated our 10th Birthday and fundamentally 10 years of helping those with ideas; by saying yes to our customers. Weve propelled entrepreneurs on their journeys; weve given first-timers a leg-up onto the property ladder; and weve opened up thelending market to many. As for what the next 12 months has to offer; we are embarking upon the delivery of our Purpose; a Purpose that underpins our next 3 to 5 years as a growing business. Join us today and we will make the same Promises to you as an employee, as we do to each ofour Customers. We do not accept speculative agency CVs. Any CV received by Aldermore will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR. Where a DBS check or CIFAS check is identified as necessary, all application forms, job adverts and recruitment briefs will contain a statement that an application for a DBS certificate or a CIFAS check will be submitted in the event of the individual beingoffered the position. Aldermore is an equal opportunities employer.

Keyskills :
AMLCDDKYCbankinginboundfinancecustomer servicecallsoutbound