Job Ref: 215541468

Date: 2022-01-12 10:20:21

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Customer Support Agent

YOUR IMPACT
We're looking for people that have a passion for customer service and digital banking
to join our growing customer support team. Are you an experienced customer service
professional or have a desire to build a career in customer services?

OUR IMPACT

Our division also provides critical operations and user experience design to ensure business
flows smoothly when customers come to us. From day one, our customer agent roles for
play a vital role in upholding the three customer support principles of customer focus,
process innovation and risk management.

Job Summary & Responsibilities
 Responsible for answering incoming calls from customers; providing product
information, account opening services as well as account servicing and
supporting our customers
 Builds rapport with our customers to resolve service issues and customer
questions
 Takes ownership of customer enquiries and responds to escalated customer
issues in accordance with agreed procedures
 Responsible for the day to day coverage of customer account maintenance processes
including but not limited to application review and processing, money movement, ,
correspondence and complaint handling and response

 Documents all service efforts for each assigned customer in accordance with
established procedures and compliance policies
 Recognises that quality is measured through call recordings and case auditing
 Meets established goals for all metrics, including call and case quality, productivity and
customer acquisition by focusing on maximising service to customers
 Communicates professionally and regularly with customers, leadership and peers on
status of accounts and escalations in accordance with established standards
 Completes ongoing compliance and remedial training as scheduled
 Has an understanding of Operational Risks
 Proactively identifies any new issues or risks
 Participates in projects to drive operational excellence
Skills
 Must be self-directed, detail oriented, positive attitude, driven, able to work
independently in a team-oriented and fast paced environment with a passion to deliver
exceptional service to customers
 Good interpersonal skills, negotiation skills are a plus
 Good problem solving skills
 Is adaptable, high energy levels and desire to help others
 Excellent team player
 Good analytical and problem-solving skills with a view to support changes to
processes

 Excellent written and verbal communication skills
Education

Desirable Qualifications
 Experience in a retail banking environment/Insurance environment
 Experience administrating and servicing investment and/or SIPP products

Randstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003

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