Customer Service Specialist

About the job 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 providing tailor made financial products to support the rural economy. This bank are seeking an experienced Customer Service Specialist to support the existing and prospective 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 customers via telephone, email, secure message and webchat.
• Strive to consistently develop on your knowledge of the Bank's 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 team procedures are followed and adhered to
• Obtain relevant and required information/documentation to complete PEP, KYC and AML checks.
• Report and log complaints, breakage requests and all regulatory tasks
• Working with other internal teams such as credit, relationship management and finance
• Working with 3rd parties eg solicitors
• Complete personal training and development plan in accordance with the required milestones and timelines

Candidate profile:

• Some customer service experience within a contact centre environment
• Knowledge of regulations in financial services
• Problem solving
• Good communication written and verbal
• Passion for developing and improving on personal skills

Desired skills

• Demonstrated understanding of PEP, AML and KYC regulation
• Knowledge or interest of any aspect of agriculture is always welcome!

Salary & Benefits:

• 25 days annual leave (increases after 2 years of service)
• Private medical healthcare & life insurance
• Share options
• Enhanced maternity & paternity pay
• Regular company parties & a sociable team who love a celebration!

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