Role: Member Services Administrator
Location: Dorset
Our client is an award winning and highly customer focussed financial services provider. They have an exciting opportunity for a Member Services Administrator to join their Member Services team.
The main purpose of the role is to be a first point of contact to the Society’s new savings and mortgage customers, providing telephone and administration support. You will also process online transactions through the Society’s online functionality, to include providing technical support to customers when required.
To meet the demands of the department the role will require a ‘right first time’ attitude, a multi-tasker with a confident approach with strong customer service skills.
Duties will include: -
- Process all department transactions efficiently, accurately and within agreed Service Levels
- Adhere to the Society’s procedures in all areas of the role
- Provide a level and quality of service in line with the Society’s expectations supporting the Society’s “Surprisingly Different” message
- Recognise and action lead opportunities for the Society
- Provide support to the retention officer role (to include customer contact, follow up calls etc)
- Produce reports and management information (MI) as requested
- Ensure that expressions of customer dissatisfaction and complaints are escalated accordingly
- Be responsible for managing own daily workload and tasks
- Deal with telephone and face to face enquires received within the department promptly, ensuring that a high standard of customer service is provided
- Use initiative in identifying any practice and process improvements
- Assist with system testing when required
Essential Knowledge/Skills Required: -
- Track record in an Administrative environment
- Good PC skills, including word and excel
- Excellent oral and written communication skills
- Previous Mortgage and Savings experience
- Financial Services background
- Knowledge of Money Laundering legislation and data protection (desirable)
- Certificate in Retail Banking Certificate or CeMAP (desirable)