Close Brothers Asset Finance
Customer Service Associate
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Overall Summary
At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
Join the Close Brothers Asset Finance (CBAF) team where you'll play an important role in delivering a seamless, compliant, and positive experience for our customers throughout their journey with us, supporting a wide range of in-life account activities (excluding collections).
You don't need previous experience to succeed in this role, instead we're looking for someone with excellent communication skills, a genuine empathy for customers, and a commitment to delivering a consistently high standard of service. Previous customer service experience, particularly within banking or financial services, would be beneficial but is not essential.
Responsibilities
- Empathetically communicate with customers through all available channels including telephone, post and email
- Handle and accurately capture all service requests ensuring compliance with policies and SLAs
- Accurately capture service requests received by email, portal, post or telephone
- Update customer and bank details promptly and accurately
- Support in‑life account management tasks such as payment date changes, asset replacements, settlement processing, cancellations, and withdrawals.
- Refer complaints in line with policy and assist with resolution activities where needed.
- Identify potential vulnerability indicators and follow established processes to ensure suitable customer support
- Manage bereavement cases sensitively and in accordance with agreed procedures.
- Process card payments, refunds, and in-life intermediary payments
- Conduct ongoing customer due diligence throughout the lifecycle and support audit and ad‑hoc information requests
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WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:
- Customer focused, able to appreciate customer needs and deliver good outcomes
- Able to demonstrate empathy and understanding in customer interactions
- Strong relationship building skills, quick to develop and maintain relationships both internally and externally
- Able to demonstrate accuracy and a strong attention to detail
- An ability to work independently as well as part of a team
- Numerate with analytical ability
IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:
- Experience of providing excellent Customer support
- Good knowledge of Microsoft Products
- Previous knowledge and experience of the Financial Services Industry and in similar operational or customer facing roles
- Previous knowledge and experience of the Asset Finance industry.
We are committed to providing an inclusive and accessible recruitment process. We recognise that candidates may have specific needs that require adjustments to ensure they have a fair and equal opportunity to demonstrate their skills and abilities. Candidates who require the job description or application form in an alternative format, or any other adjustments, are encouraged to email us at recruit.ssc@closebrothers.com or request a call back.
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About Us
At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.
Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.
To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers
To find out more about life at Close Brothers:
https://www.closebrothers.com/life-close-brothers#374017299-899295541
To find out more about our benefits:
https://www.closebrothers.com/employee-benefits
To find out more about our commitment to creating an inclusive environment:
Our Responsibility - Diversity and inclusion ¦ Close Brothers Group
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