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.
THE SUCCESSFUL APPLICANT
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Experience of residential or commercial mortgage market
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Understanding of the regulatory environment and in particular, treating customers fairly
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Experience of liaising with third parties such as solicitors (Preferred)
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PC skills including MS Excel and Word
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Excellent communication skills and attention to detail
JOB DESCRIPTION
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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
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Providing excellent customer service to all customers and sound decision making when managing these customers by considering the full range of support options available
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Reporting to the Customer Services Team Leader
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Customer Service Officers are required to follow and adhere to the relevant processes and procedures, within their mandate, when handling customer inquiries
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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
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Maintain customer accounts, keeping accurate records of actions taken
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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
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A Customer Service Officer will refer cases to their line management, where appropriate, including agreeing to enquiries / solutions out-with their mandate
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Customer Service Officers are required to demonstrate that they have considered and applied the principles of Treating Customer Fairly
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Contributes to the flow of communication within the team, by actively participating in staff meetings
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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
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Note taking, capturing customers’ requests and enquiries accurately
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Productivity levels are within acceptable department standards
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To minimise the number of repetitive enquiries from customers, adopting a ‘getting it right first time’ approach
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Working within their allocated mandate and escalating when appropriate
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Actively participates in and contributes to departmental meetings including making suggestions to improve processes or (where applicable) amend policy
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Demonstrates a full understanding of regulation as it affects the management of customer accounts
REMUNERATION PACKAGE ON OFFER
Competitive Salary & excellent benefits.