Customer Service Specialist

About Us:

JN Bank UK Ltd is a newly launched UK bank, delivering savings and loans solutions to customers. The bank builds on the heritage of the Jamaica National Group of almost 150 years and more than three decades of service to members in the UK though other operations. In 2019, we became the first Caribbean bank to be granted a UK banking licence, building a resourceful and tight-knit team of dedicated professionals. We are now looking to add to our team to help deliver our ambitious growth plans.

With a commitment to trust, inclusivity and facilitating the goals and dreams of customers in a meaningful way, the bank’s employee value proposition maintains focus on respect, innovation, service and maintaining a positive work environment.

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 is the first point of contact for customers seeking general customer service support in relation to their savings product or loan. 

Duties & Responsibilities:

• Handle customer/prospect queries associated to savings and loan accounts via a variety of contact channels (inbound calls, outbound calls, emails, SMS, in app messaging)
• Identify and engage with vulnerable customers in line with the Vulnerable Customer Policy
• Execute tasks associated to the management of customer records and accounts ensuring the achievement of great customer outcomes
• Identify customers who are about to fall behind with their loan repayments, and forward them onto the Collections team for support
• Create and maintain accurate customer records
• 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
• Identify, log and where required resolve complaints (including FOS escalations) inline with DISP requirements
• 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
• Previous experience handling loan and/or savings products in the UK would be advantageous
• Excellent spoken and written communication skills
• 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
• 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 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.

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.