Customer Service Administrator

United Trust Bank provides award winning savings products to individuals, companies and charities. Established in 1955, it is a highly regarded diverse specialist UK bank offering a range of straightforward and competitive savings and deposit products.

We are now looking to hire a Customer Support Administrator to work in the team which is tasked with the administration of the deposit base of the bank through the lifecycle of a customer across all customer types; personal, business, ISA’s and charities whilst offering exceptional service whilst living our company values.

Hours: 8 hours between the times of 8.00am – 6.00pm Monday to Saturday, 5 days per week inclusive (one hour allowed each day for lunch break). Saturday working will occur twice per month.

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
• Provide an excellent level of customer service across all of our channels; Phone, Email, Secure Message & Letter writing
• The ability to multitask, servicing customers via multiple contact channels and being flexible across teams when the need arises
• Have a curious mind set and look for ways to continuously improve our processes so that you are more efficient and productive
• Demonstrate sound understanding of the Bank’s products and services; articulating these to your customer in an engaging and confident manner.
• Inputting of daily transactions into the banking system
• Preparing and inputting daily transfers and payments
• Ad hoc work as required, both in relation to the duties mentioned above and otherwise

Skills and Experience Sought:

• Excellent administrative skills
• Microsoft Office: Word, Excel, Outlook
• Banking Systems (Including Online Banking)
• Highly numerate, Literate and IT literate
• Ability to deal with high volumes of work
• Good organisational skills
• Excellent telephone manner
• Attention to detail

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.