Customer Service Officer

Ref: 1170| Posted: 17th Jun 2022

Our growing Financial Services client has an opening for a Customer Service Officer to join their Glasgow based office on a permanent basis.
The Customer Service Officer will play a key role within the service officer role, providing a high-quality service to support the effective management and performance of the board of directors and its subordinate committees.
  • Experience of post completion, customer service experience within the secured lending or residential or commercial mortgage market
  • Experience of the Land Registry of England & Wales and the Registers of Scotland and conveyancing activities
  • Understanding of the regulatory environment and in particular, treating customers fairly
  • Experience of liaising with third parties such as solicitors (Preferred)
  • PC skills including MS Excel and Word
  • Excellent communication skills and attention to detail
  • To be the first point of contact for existing customers, dealing with enquiries, processing amendments, and providing assistance and guidance as required on mortgage related matters
  • Providing excellent customer service to all customers and sound decision making when managing these customers by considering the full range of support options available
  • Reporting to the Customer Services Team Leader
  • Customer Service Officers are required to follow and adhere to the relevant processes and procedures, within their mandate, when handling customer inquiries
  • Deal directly with customers via telephone, correspondence (postal or electronic), responding promptly to customer inquiries on account amendments, balances, redemptions requests, title deeds, transaction details, statements and fees and charges
  • Maintain customer accounts, keeping accurate records of actions taken
  • The Customer Service Officer, where appropriate, will liaise with relevant third parties when handling inquiries, ensuring adherence to the Company’s Data Protection Policy at all times
  • A Customer Service Officer will refer cases to their line management, where appropriate, including agreeing to enquiries / solutions out-with their mandate
  • Customer Service Officers are required to demonstrate that they have considered and applied the principles of Treating Customer Fairly
  • Contributes to the flow of communication within the team, by actively participating in staff meetings
  • Treating Customers Fairly’ (TCF) is central to the FCA’s expectations of firms’ conduct and that all staff will be required to demonstrate a knowledge of this key operating principle which will be incorporated into the Company’s operations
  • Note taking, capturing customers’ requests and enquiries accurately
  • Productivity levels are within acceptable department standards
  • To minimise the number of repetitive enquiries from customers, adopting a ‘getting it right first time’ approach
  • Working within their allocated mandate and escalating when appropriate
  • Actively participates in and contributes to departmental meetings including making suggestions to improve processes or (where applicable) amend policy
  • Demonstrates a full understanding of regulation as it affects the management of customer accounts
Competitive Salary & excellent benefits.