We are currently recruiting on behalf of a well established organisation based in Nottingham. As a Customer Contact Champion you will be working within a busy, fast paced and multi skilled team. You will be responsible for providing support for new and existing customers either directly or through third party brokers and retailers, this includes, but is not limited to voice (Inbound and outbound service calls), email, two-way SMS and web forms.Using your established customer service skills and TCF knowledge, you will aid a seamless and FCA Compliant customer journey including servicing and on-boarding. You will also be comfortable acting as a first point of contact for our retailers and customers; working to achieve effective outcomes in line with regulatory guidelines and our quality framework.My remit:· Maintain a commitment to the company vision, values and the spirit of the organisation· Build strong working relationships both internally and externally especially focusing on our retail partners· Represents the team in appropriate projects, as required by the Team Manager· As part of the company commitment to Treating Customers Fairly, endeavour to ensure that fair treatment of customers is central to everything that we do· Comply with Data Protection guidelines and the requirements of the General Data Protection Regulation for all customer or co-worker data Servicing · Be a key point of contact for new and existing customers as well as retail partners and third-party brokers, providing exceptional service to our customers each and every time · Quickly identify the customers needs and the appropriate service to meet those needs, managing their expectations appropriately· Maintain a high level of product knowledge and be able to provide information about our services · Communicate with our customers and retailers in line with the Bank tone of voice principles· Work to agreed timescales across all communications channels · Deliver compliant outcomes in line with the quality framework· Put the customer and retailer at the heart of everything you do, working to achieve first contact resolution · Listen to our customers and retailers needs, showing empathy where appropriate · Acknowledge and log complaints accurately where necessary· Support our vulnerable customers and look for the right solution appropriate to their circumstances· Maintain a high level of product and process knowledge in order to provide a professional service · Have a keen attention to detail.On-boarding· Make sound financial judgmental lending decisions within strict business guidelines and lending criteria, using your combined technical, analytical and problem-solving skills· Make risk-based lending decisions using your extensive knowledge · Show consideration for the customer and business requirements when making decisions· Build rapport, trust and gain the customers confidence, using clear communication skills and questioning techniques· Confidently identify any instances of mis-selling and take appropriate action in line with defined procedures· Respond to customer requests in a timely way and keep them informed as appropriate· Ensure all agreed internal and regulatory SLAs are met· Practice compliant record keeping and document storage Business strategy and business model: Level of awareness and understanding of the Branch's business strategy and business model appropriate to his or her proposed role.Risk management and control: An awareness and understanding of the main risks facing the firm and the role that the candidate will play in mitigating them is very important.Regulatory framework and requirements: To have an awareness, understanding and compliance of the regulatory framework in which the branch operates and the regulatory requirements specifically in relation to Operational work streams.
Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.
Tate is acting as an Employment Business in relation to this vacancy.
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