Senior Associate - Customer Service

Placeholder Commercial Real Estate Platform; City of Westminster; On-site; GBP 60,000 - 80,000; Full time

Job summary

A financial institution in the City of Westminster is seeking individuals for a full-time permanent role in the Personal Banking department. The position entails answering customer queries about various banking products, providing back office support, and maintaining call logs. Key qualifications include a degree, prior customer service experience, and excellent communication skills. Employees benefit from a comprehensive package including complimentary lunch and retail discounts, emphasizing a commitment to continuous learning and development.

Benefits

Complimentary Lunch

Cycle to work scheme

Retail Discounts

Qualifications

• Requires degree education.
• Experience in customer service is essential.
• Basic understanding of Retail Banking products and services.

Responsibilities

• Answer customer queries over the telephone and via email on banking products.
• Escalate enquiries when appropriate.
• Complete call logs and reports.
• Assist with Consumer Duty report.

Skills

Customer service experience

Excellent communication skills

Data analysis and reporting skills

Fluency in Mandarin

Problem solving skills

Attention to detail

Team player

Education

Degree educated

Job description

Overview

Personal Banking department oversees debit and credit card operations and provides back office support to the Bank's branches. This is a full‑time permanent position.

Responsibilities

• Answer customer queries over the telephone and via email on banking products, accounts and services, ensuring customers' needs are understood and appropriate solutions are provided.
• Escalate and/or re‑direct enquiries when appropriate.
• Complete call logs and reports.
• Assist with Consumer Duty report.
• Assist with customer feedback report.
• Identify cross‑selling opportunities during customer interaction.
• Comply with the Bank's procedures and policies at all times.
• Liaise with relevant departments when required.
• Cover team members when required.

Qualifications

• Degree educated.
• Experience in customer service.
• Basic understanding of Retail Banking products and services.
• Data analysis and reporting skills.
• Excellent communication skills.
• Fluency in Mandarin is preferred.
• Team player.
• Problem solving skills.
• Attention to detail.

Learning & Development

We strive to offer a continuous learning environment and will invest in your development. We provide personalised and varied learning tools to support your growth and career through:

• Access to the best‑in‑class qualifications from leading professional bodies such as the Professional Bankers Certificate and Green & Sustainable Finance Certificate from the Chartered Banker Institute.
• 24/7 on‑demand access to over 600 e‑tutorials to build and refresh core and advanced banking knowledge.
• Regular pan‑bank stay‑connected sessions to keep in touch with what is going on across the bank and build your network.
• Exploring your unique and collective strengths and development areas to become the best version of yourself using the globally renowned Insights personality profile.
• Developing our People Managers to help coach and guide you towards success, through our 9-month People Manager Development Programme.
• Encouraging a "growth" personal mindset and promoting continuous professional development (CPD) through annual events such as Learning at Work Week.
• Embracing change in a fast‑moving industry and encouraging a forward‑looking perspective on career development to "future‑proof" your career.
• Promoting cross‑cultural intelligence and seeking diverse and inclusive perspectives on challenges faced and their solutions.

Benefits

We provide an attractive and comprehensive benefits package, offering flexibility that can enable you to select the benefits that suits your needs, including:

• Complimentary Lunch
• Cycle to work scheme
• Retail Discounts