- Week 1 – 8am – 4pm - Monday to Friday
- Week 2 – 12pm – 8pm - Monday to Friday
- Week 3 – 9-5pm - Monday to Friday
- Week 4 – 12pm-8pm – Monday, Tuesday, Wednesday, Friday and Saturday (Saturday is 9am – 5pm)
- Receiving inbound calls to discuss account queries and issues
- Listening carefully and working to find a solution at the first point of contact
- Taking detailed notes relating to more complex queries, complaints or fraudulent activity to pass onto specialist teams
- Providing a high level of service to each customer, taking into account vulnerabilities and adapting your approach
- Adhering to the bank’s regulatory guidelines and training
- Completing day to day administration
- Providing clear communication to external and internal contacts
- Previous customer service experience
- Confident working with vulnerable customers and knowledgeable of the TEXAS model
- Knowledge of financial products would be advantageous
- Proactive and motivated to resolve issues first time and exceed service expectations
- Desire to learn and improve