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!