Customer Service Specialist

Northreach is a dynamic recruitment agency that connects businesses with top talent in the cell & gene therapy, fintech and digital sectors. Our mission is to provide a seamless and personalised recruitment experience for clients and candidates, and to create a positive work environment that encourages equality, innovation and professional growth.

We have partnered with a unique and growing bank based in Chester, who specialise in financial products to support the rural economy. This bank are seeking an experienced Savings & Customer Service Specialist to support the existing and prospective savings customer base via online secure message, telephone, email, post and webchat.

Please note, this is a full time office based role Mon - Fri

Responsibilities:

* Provide exceptional customer service to the Bank's existing and prospective savings customers via telephone, email, secure message and webchat.

* Strive to consistently develop on your knowledge of the Bank's savings products and services to be able to assist customers with queries confidently.

* Ensure all customer information is accurate and kept up to date at all times

* Ensure all unresolvable customer issues are escalated to management as required

* Document information from calls and correspondence on the savers system record

* Support in achieving the teams customer service satisfaction performance (NPS, surveys, customer reviews).

* Embody and show a detailed understanding of the Treating Customers Fairly (TCF) regulation

* Ensure that all savings team procedures are followed and adhered to

* Obtain relevant and required information/documentation to complete KYC and AML checks/.

* Report and log complaints, breakage requests and all regulatory tasks

* Support the savings team in delivering the Bank's monthly and annual funding requirements, as set by ALCO (Assets & Liability Committee).

* Use initiative to convert customer enquiries from prospective customers to opened accounts, help customers to fund their new accounts and retain existing savers when their accounts mature

* Complete personal raining and development plan in accordance with the required milestones and timelines

Candidate profile:

* Some customer service experience within a contact centre environment

* Problem solving

* Attention to detail

* Enthusiasm

* Good communication written and verbal

* Clear passion for delivering outstanding customer service

* Passion for developing and improving on personal skills

Desired skills

* Experience of working within a savings team, building society or financial services business

* Demonstrated understanding of AML and KYC regulation

* Knowledge or interest of any aspect of agriculture is always welcome!

Salary & Benefits:

* Salary - up to £25,000 per annum

* 25 days annual leave (increases after 2 years of service)

* Private medical healthcare & life insurance

* 5% employer pension contribution

* Share options

* Enhanced maternity & paternity pay

* Regular company parties & a sociable team who love a celebration