Customer Services Officer

Ref: 924| Posted: 14th Sep 2021

We are recruiting for a Customer Services Officer to join our growing Financial Services client based in Glasgow. 
The Customer Services Officer is the first point of contact for existing customers, dealing with enquiries, processing amendments and providing assistance and guidance as required on mortgage related matters.
  • A minimum of 2 years, 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 good attention to detail
  • Planning and problem solving skills
  • 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.
  • The 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.
Competitive Salary & excellent benefits.