Position Overview & Specifications

The purpose of this role is to be responsible for the day to day running of servicing and special servicing processes and strategies, ensuring the business runs smoothly and ensuring SLA’s, quality standards and customer service levels are achieved.

Role duties:

· Build customer loyalty through continuous improvement and ensure customer satisfaction.

· Establishment and on-going review of working practices to ensure they are fit for purpose and meeting customer’s needs.

· Develop and maintain a working knowledge of policies, procedures and systems.

· Good understanding of consumer lending activities including products and services

· Monitoring Customer Services Mailbox and handle internal and external phone calls.

· Provide support to other departments via incoming phone calls regarding account information. This includes answering questions, education on the product, and resolving any account issues

· Ensure that all new sales are properly set-up on system and that all notifications, welcome letters, etc. are distributed to the appropriate parties

· Perform necessary transactions and maintenance of system records to post sale advances, sale transfers, new portfolios and/or funds and reallocation.

· Handle incoming payments, allocating to the correct account and perform internal reconciliations to ensure all payments have been processed accurately.

· Be responsible for reviewing and sending annual customer statements.

· Handle product transfers and fixed term renewal requests.

· Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately. Explain policies and procedures courteously and patiently.

Candidate Specifications

Degree education or equivalent work experience.
Customer Services experience preferable, ideally in home finance / savings servicing or bank operations.
Ability to multi-task and work in a fast-paced environment while providing a high level of customer service.
Excellent verbal and written communication skills and attention to detail.
Effective interpersonal, customer service and organisational skills are necessary.
Excellent customer service, problem resolution skills and strong PC skills.
Ability to provide internal and external customers with the highest quality of customer service that meets their needs, in a timely efficient and professional manner; ability to follow up on customer complaints, questions or requests.
Ability to meet deadlines along with excellent time management skills.
Flexible in approach, rational when faced with changing priorities in a dynamic environment.
Ability to perform in a strong customer-oriented team environment utilising strong leadership skills, professionalism and teamwork.

Job Types: Full-time, Permanent

Salary: £20,000.00-£23,500.00 per year

Benefits: