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.
Responsibilities:
- Process all department transactions efficiently, accurately and within agreed Service Levels
- Adhere to the company procedures in all areas of the role
- Provide support to customers using online functionality
- Provide a level and quality of service in line with the business expectations supporting the business “Surprisingly Different” message
- Provide support to the retention officer role (to include customer contact, follow up calls etc)
- Produce reports and management information (MI) as requested
- Be always aware of any risks to the business and act within the company’s reporting guidelines
- Ensure that expressions of customer dissatisfaction and complaints are escalated accordingly
- Be responsible for managing own daily workload and tasks
- Be able to multitask and meet department service levels
- 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
- Be aware of Financial Conduct Authority & Prudential Regulation Authority, other legislative and business internal compliance requirements
Experience/qualifications required
- Experience 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
- Be willing to work towards a Certificate in Retail Banking Certificate or CeMAP