Customer Service Administrator

United Trust Bank Limited; Greater London; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

United Trust Bank Limited in London is seeking a customer service professional to administer the deposit base across personal, business, ISA and charities, delivering exceptional service while upholding our values.

You will be the first point of contact for customers, handle deposits and online banking guidance, and ensure records are kept up to date, with empathy for vulnerable customers and a commitment to high-quality service.

Qualifications

• Experience in frontline banking customer service.
• Proficient in Microsoft Office applications.
• Ability to work well in a team and with customers.

Responsibilities

• Be the first point of contact for customers by answering calls and messages.
• Support line manager to ensure calls are answered and SLA is met.
• Process customer requests: new deposits, rollovers, repayments.
• Encourage customers to self-serve via online banking.
• Handle bereavement calls with empathy.
• Identify vulnerable customers and update records accordingly.
• Ensure high-quality work and timely resolution of findings.
• Maintain up-to-date customer records.

Skills

Team player

Ability to gain trust with customers

Solution focused

Good listener

Tools

Microsoft Office (Word, Excel, Outlook)

Banking Systems (Including Online Banking)

Job description

This is a hybrid role working 3 days in the office (City of London location) and 2 days working from home.

Role Purpose

The administration of the deposit base of the bank through the lifecycle of a customer across all customer types; personal, business, ISA and charities. Offering exceptional service whilst living our company values.

Responsibilities:

• Daily responsibilities of the bank within the Customer service team includes:
• Be the first point of contact for our customers by answering calls and messages
• Support line manager to ensure all calls are answered and the abandoned rate is minimal as per agreed SLA
• Action customer requests such as:
• new deposits both fixed and notice accounts, rollovers and repayments
• Guide and promote our customers to self serve using online banking
• Manage Bereavement calls with empathy
• Identify our vulnerable customers and update the system accordingly
• Ensure Quality of work is to a high standard and any findings that have been identified are resolved in a timely manner
• Keeping customers records up to date at all times

Skills and Experience sought:

• Microsoft Office: Word, Excel, Outlook
• Banking Systems (Including Online Banking)
• Team player
• Ability to gain trust with customers
• Solution focused
• Good listener

We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. During the application process, you will be asked to complete an equality questionnaire on a voluntary basis and any data we collect will be treated confidentially and used for evaluation purposes. This will be for a period of 6 months or longer with your permission. This helps us understand our applicants so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.