Customer Service Representative - #482669

Shawbrook Bank


Date: Aug 5, 2022
City: Glasgow
Contract type: Full time
Work schedule: Full day
Shawbrook Bank

The Opportunity

Shawbrook is a new type of specialist financial services company, combining the relentless focus on customer service and innovation you would expect from a fintech with the expertise and certainty of a bank. Shawbrook is driven by a purpose to solve complex problems that unlock opportunity for its rapidly growing customer base of over 300,000 UK consumers and businesses.

Our success would not have been possible without our Team. Our people differentiate us from the competition through their deep sector knowledge, they are the life force of our business.

Join Shawbrook because you:

  • Want to help us deepen our industry sector knowledge, combining technology alongside the best banking brains.
  • Want to build a bank for the future and be part of our digital transformation journey that will enable customers & businesses to thrive.
  • Want to continue to grow professionally. We encourage you to grow and be the best version of yourself.
  • Care about sustainability? We want to be better for our people, environment, and society.
  • Bring passion and enjoyment to your work. You’ll work hard but you’ll have fun too.

The Role & Responsibilities

As part of our telephone reception team the role is to ensure our brokers and customers are serviced quickly, easily, efficiently and without error.

  • Ensure customers are serviced quickly and efficiently via telephone, routing calls to the correct underwriter or completions officer
  • Log records of calls on our mortgage processing system
  • Demonstrates superior customer service during communication with customers and colleagues either by phone, correspondence and/or one-on-one meetings
  • Deal with basic queries from brokers regarding application status
  • Comply with FCA, KYC, AML & CCA regulations
  • Comply with 1st line controls by following processes, procedures, and policies
  • Communicate and escalate potential issues/risks in a prompt and effective manner

The Person

  • Good computer skills including proficiency in Microsoft applications
  • Candidates will have a good educational background with proficiency demonstratable in Maths and English
  • Will have experience of working as a team within an office environment
  • Will have experience of liaising directly with customers on the telephone and on occasions in person
  • Banking of financial services experience in a customer service environment is preferred
  • Computer literate (good knowledge of MS Office suite- Excel, Word, Power-Point)
  • Knowledge of TCF
  • Ability to understand and fully comply with documented processes and procedures
  • Excellent customer service skills required including verbal and written communication
  • Adaptable and flexible
  • Excellent verbal and written communication skills
  • Ability to work as part of a team
  • Excellent planning and organisational skills
  • Enthusiastic ‘can do’ attitude
  • Able to work under pressure and to tight deadlines
  • Accuracy and attention to detail
  • Professional, well presented
  • Establishes effective working relationships at all levels
  • Customer-focused approach

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