Customer Support Specialist (FTC to perm)

JN Bank UK; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

JN Bank UK is seeking a Customer Support Specialist to provide exceptional service and assist customers with their savings and loan accounts. This hybrid role includes working from the office and remotely, requiring a passion for customer service and the ability to manage financial queries effectively.

Qualifications

• Proven experience in a customer service role.
• Experience within a collections or recoveries team.
• Excellent spoken and written communication skills.

Responsibilities

• Manage customer service inquiries related to savings and loans.
• Develop sustainable repayment plans for customers in arrears.
• Maintain accurate customer records and communicate effectively.

Skills

Communication

Customer Service

Attention to Detail

Education

Experience in retail financial services

Tools

MS Excel

Job description

Customer Support Specialist (FTC to perm)

Join to apply for the Customer Support Specialist (FTC to perm) role at JN Bank UK

Customer Support Specialist (FTC to perm)

Join to apply for the Customer Support Specialist (FTC to perm) role at JN Bank UK

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We have a hybrid model of working. We work, in part, in our office in London SE1 and part remotely. Currently, we are going to the office two to three days a week. This role is reliant upon having superfast, reliable Broadband connectivity.

Candidates are required in the office a minimum of two days per week, with the expectation likely to rise to three or more.

Hours:

Rota basis covering 9am-6pm, Monday to Friday and 9am-1230pm on Saturdays. This role will be required to work alternate Saturdays and when scheduled to do so, you will work 9am-12:30pm on the Friday.

About us:

JN Bank UK Ltd launched in 2019, made history as the first UK bank with a Caribbean parent, Jamaica National, to receive a UK banking license. This remarkable achievement was celebrated across the Caribbean, UK government, and UK diaspora communities, as the bank took a bold step to bridge the gap left by UK banks withdrawing from correspondent banking in developing nations. The Minister of State for the Commonwealth, Lord Ahmad, praised the achievement and what it symbolised for the potential growth in trade between the UK and the Commonwealth and developing world.

With a rich heritage rooted in over 150 years of Jamaica National’s legacy, JN Bank UK offers a dynamic environment at the cutting edge of modern banking. Initially focused on savings and unsecured personal loans, the bank has transformed under new leadership since January 2023. Guided by a fresh energy and strategy, we’ve embraced sustainable, impactful growth with a focus on financing energy-efficient home improvements through retail financing at the point of sale and further strengthening and diversifying the portfolio by acquiring secured mortgages on a forward-flow basis.

This exciting transformation isn’t just about numbers—it’s about building a bank that truly makes a difference. We’re proud of our digital-first approach, with a branch in Brixton serving our loyal customer base. Now, we’re in full throttle backed by external investment and laser-focused on profitability by 2025. As we grow, we’re driven by the desire to create a bank that’s innovative, resilient, and customer-focused.

This is the perfect time to join JN Bank UK! We're looking for passionate, hands-on, forward-thinking individuals who want to make an impact in the financial world. This is your chance to be part of something game-changing. Whether you are passionate about tech, finance, or making a real impact, JN Bank UK is the place where your ideas will matter.

Let’s build a successful future of JN Bank UK together!

Role Overview:

JNB UK offer a level of customer support that is efficient but offers real warmth by staff who genuinely operate under the Group’s value ‘we’ll help you find a way’. The Customer Support Specialist (Arrears) is the first point of contact for customers seeking general customer service support in relation to their savings product or loan. Their specialism is also arrears management, including providing customer with support to resolve arrears on their loan account and/or those with tailored need requirements.

Duties & Responsibilities:

·Be specialist in all things arrears and vulnerable customer management

·Communicate with customers/prospects via a variety of contact channels, including inbound and outbound calls, emails and SMS, in relation to queries and requests associated to savings and loan accounts

·Execute tasks associated to the management of customer records and accounts ensuring the achievement of great customer outcomes

·Speak with customers who have fallen, or are about to fall behind with their loan repayments, listening actively to understand their circumstances and put in place the correct support

·Agree sustainable and affordable repayment plans in line with company policies and procedures

·Identify vulnerable customers and agree appropriate forbearance and support

·Create and maintain accurate customer records

·Appropriately routing and processing manual savings account requests/ applications for action

·Escalate matters, with recommendations, to the department head when appropriate

·Work independently, moving easily between contact channels as required

·Communicate clearly with other teams to ensure agreed actions are executed correctly within our systems and within agreed SLAs

·Adhere to company policies and regulatory requirements including anti-money laundering, prevention of financial crime and data protection

·Identifying ways to improve the customer journey and using initiative to suggest effective solutions

·Maintaining and developing a thorough technical knowledge of the core banking platform, its processes, controls and procedures

·Maintaining effective relationships with all internal and external colleagues, stakeholders and organisations

·Carrying out a range of administrative tasks such as collecting and scanning post, printing, mailing documents and downloading electronic files

·Providing support to other teams at peak times or as required

Experience & Qualifications

·Proven experience in a customer service role in a retail financial services environment

·Experience within a collections and/or recoveries team

·Previous experience handling products in the UK, experience handling savings products would be advantageous

·Excellent spoken and written communication skills

·Excellent command of MS Excel

·Computer and numeracy skills

·Track record of working efficiently and meeting all compliance standards with strong attention to detail

·A motivation to go above and beyond for customers

·Flexible approach to work with willingness to provide support to other teams at peak times

·Able to multi-task and move between a variety of tasks as they arise considering priorities

·Ability to work independently and as part of a dynamic team whilst embracing change

·Experience with Phoenix and/or UK payment schemes would be advantageous

To apply:

We are committed to creating a diverse and inclusive workforce. We believe it makes our company stronger. We celebrate the differences that all our colleagues bring to our business.

Please let us know if you require any adjustments to be made to the recruitment or interview process.

We regret that owing to the volume of applicants, we will not reply to you individually if you are not shortlisted for this vacancy.We thank you, in advance, for your application.

We are committed to creating a diverse and inclusive workforce. We believe it makes our company stronger. We celebrate the differences that all our colleagues bring to our business and respect and embrace differences in gender identity, race, ethnic origin, sexual expression and orientation, religion and faith, age, marital status, disability, neurodiversity, social background, education and way of thinking.

We're a place where you can be you.

Research shows that some candidates can be reluctant to apply to a role unless they meet all the criteria. We pride ourselves on our entrepreneurial spirit here and welcome you to do the same – if the role excites you, please don't let our person specification hold you back. Get in touch!

Please let us know if you require any adjustments to be made to the recruitment or interview process.

We understand that job adverts only say so much and you're likely to have a lot of questions. If you'd like to know anything before applying such as more on the location, salary, our parental leave policy etc, please just let us know and we'll be happy to help.

We regret that owing to the volume of applicants, we will not reply to you individually if you are not shortlisted for this vacancy. We thank you, in advance, for your application.

Seniority level

• Seniority level

  Internship

Employment type

• Employment type

  Full-time

• Industries

  Banking

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