United Trust Bank Limited
Customer Service Administrator
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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
- Log complaints
- 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
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Skills and Experience sought
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- Excellent administrative skills
- Microsoft Office: Word, Excel, Outlook
- Banking Systems (Including Online Banking)
- Team player
- Ability to gain trust with customers
- Solution focused
- Good listener
Equal Opportunities
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.
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