Customer Service - Senior Personal Banker

NatWest Group; Wanborough; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading bank in the UK is seeking a Senior Personal Banker to enhance customer relationships and promote digital services. You'll support customers with financial health checks, mortgages, and other banking needs. Candidates should be organised, self-motivated, and possess strong communication skills. The role offers a competitive starting salary of £26,350 with benefits including 36 days of holiday and a flexible rewards programme.

Benefits

36 days holiday

Monthly retirement fund contribution

Flexible reward programme

Healthcare and lifestyle benefits

Qualifications

• Experience working in a customer service environment.
• Self-motivation and ability to thrive under pressure.
• Ability to build rapport with customers.

Responsibilities

• Meet customers via video banking or face to face.
• Conduct financial health checks.
• Identify suitable products for customers.
• Make outbound care calls to customers.
• Coach branch team in customer relationship management.

Skills

Organisational skills

Customer service excellence

Communication skills

Interpersonal skills

Experience in Microsoft Office

Job description

What you’ll do

As a Senior Personal Banker you will build great relationships with customers and promote the benefits of our growing range of digital services. You will act as a trusted expert, providing knowledge and support to help customers make the most of their money and savings. You will also support customers in complex needs such as mortgages, private banking, business banking and protection.

Day to day

• Meeting and supporting customers via video banking from home or face to face in a branch
• Conducting Financial Health checks and reviewing customer accounts
• Identifying products and services that are right for customers, helping them to make the most of their money and savings
• Identifying opportunities to help customers with more complex needs such as mortgages, private banking, business banking and protection
• Completing outbound care calls to customers to grow and maintain the relationship

The skills you’ll need

• Organised, self‑motivated and diligent individuals with a passion for delivering excellent customer service in every interaction
• Motivated and driven to develop your protection, healthcare and lifestyle benefits through NatWest Group Benefits, our fully flexible reward programme
• Experience of working in a customer service environment with the ability to thrive under pressure and achieve customer satisfaction
• The ability to work with and coach the branch team to acquire, grow and retain quality customer relationships via regular customer care calls
• The ability to build rapport and trust with customers in both face to face and virtual environments and provide them with the right options for their circumstances
• Excellent communication and interpersonal skills with a genuine interest in building relationships
• Excellent planning and organisational skills, with the ability to prioritise well, make decisions on the most effective use of time and work unsupervised
• Experience of working with the Microsoft Office suite, customer databases, and software programmes

What else you need to know

Your working pattern: You will join an incredible network of colleagues who are here for our customers whenever and wherever they need us. You will need to be flexible in terms of the shifts you do and the hours you work, which will be between the hours of 8 am and 8 pm and will include some bank holidays.

Your learning journey

Your journey starts with a comprehensive training programme where you will gain a range of new skills, the confidence to use them, ongoing coaching and support, and study towards a recognised external qualification that will open the door to further career opportunities too.

As a trusted adviser you’ll strive

• Experience of working in a customer service environment with the ability to thrive under pressure and achieve customer satisfaction
• The ability to work with and coach the branch team to acquire, grow and retain quality customer relationships via regular customer care calls
• The ability to build rapport and trust with customers in both face to face and virtual environments and provide them with the right options for their circumstances
• Excellent communication and interpersonal skills with a genuine interest in building relationships
• Excellent planning and organisational skills, with the ability to prioritise well, make decisions on the most effective use of time and work unsupervised
• Experience of working with the Microsoft Office suite, customer databases, and software programmes

How we’ll reward you

You will join us on a competitive salary starting of £26,350, pro rata for the hours you work. You will also benefit from a range of benefits, including a generous holiday entitlement of 36 days, a monthly contribution to your retirement fund, a fully flexible reward programme, and various protection, healthcare and lifestyle benefits through NatWest Group Benefits.