Customer Service Representative

JR United Kingdom; Woking; On-site; GBP 22,000 - 25,000; Full time

Job summary

A leading financial institution is seeking a Customer Service Representative in Woking. This role involves managing mortgage and savings customer inquiries, ensuring accurate administration, and providing an excellent service experience. The ideal candidate will thrive in a fast-paced environment.

Benefits

Friendly, supportive team culture

Training and development opportunities

Varied and rewarding role

Qualifications

• Background in financial services or regulated industry.
• Experience in fast-paced telephone customer service environment.

Responsibilities

• Maintain up-to-date knowledge of all products and services.
• Handle telephone enquiries from customers and provide accurate responses.
• Administer mortgage account administration and cashiering duties.

Skills

Organisational skills

Verbal communication

Listening skills

Analytical problem-solving

IT literacy

Job description

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Salary: Up to £25,000

Reports to: Customer Service Manager

About the Opportunity

We are currently recruiting on behalf of our client, a well-established financial institution, for a Customer Service Representative to join their team. This is an exciting opportunity for someone with a passion for delivering excellent customer service and an interest in the financial services sector. You will play a key role in ensuring the efficient and effective administration of Mortgage and Savings Accounts.

• Background in financial services or a regulated industry
• Experience in a fast-paced telephone customer service environment

Key Responsibilities

• Maintain up-to-date knowledge of all products and services offered by our client and their affiliated companies.
• Handle telephone enquiries from existing mortgage and savings customers, providing prompt, accurate, and helpful responses.
• Clearly explain products and services within the scope of the client's regulatory classification as an 'information only' provider, avoiding advice or guidance.
• Carry out all aspects of mortgage account administration, including completions, redemptions, payments, product transfers, lease extensions, and general enquiries.
• Prepare and send standard or dictated customer correspondence, including handling lost account enquiries.
• Perform cashiering duties at Head Office, including opening, closing, amending, and processing transactions on savings accounts using internal systems (SUMMIT and Frontline).
• Manage changes to customer and account information such as address updates, notice requests, and nominated bank account amendments.
• Administer ISA transfers (both incoming and outgoing) and assist with account registration procedures.
• Support other departments as required, such as Loans Underwriting and the New Business Team.
• Assist with system testing for new products and features.
• Process internet account administration, including applications, security, and secure messaging.
• Check and verify daily, weekly, and monthly reports.
• Attend internal and external meetings as required.
• Undertake additional duties as assigned by the Customer Service Manager or senior leadership.

Key Skills & Experience

• Excellent organisational skills and attention to detail
• Strong written, verbal, and listening communication skills
• Ability to manage multiple tasks and switch priorities when needed
• Logical, analytical approach to problem-solving
• Fast learner with a strong sense of curiosity
• IT literate with the ability to use a range of software and internal systems
• Team-oriented with a proactive and flexible mindset

Why Join Our Client?

• Friendly, supportive team culture
• Training and development opportunities
• Varied and rewarding role within the financial services sector
• Opportunity to make a meaningful impact on customer experience

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