Telephony Representative

FDM is seeking a Telephony Representative to work for our client within the banking sector. This is initially a 3-month contract with the potential to extend and will be a hybrid role based in Leeds.

This customer-focused role is ideal for someone that has experience within banking or financial services. In this role, you will be the first point of contact providing support on a wide range of banking products and services. The ideal candidate will have the ability to resolve queries efficiently, maintain customer trust, and work effectively in a fast-paced environment.

Responsibilities

• Manage inbound customer calls using AWS system, providing support and guidance on a range of financial products including bank accounts, cards, online banking, payments, and loans
• Support customers via telephone relating to KYC activity using multiple systems to gather information and provide updates and guidance
• Accurately record and log customer complaints and concerns, ensuring all details are captured in line with company procedures to support effective resolution and continuous improvement
• Perform security checks in line with regulatory and company standards to verify customer identity
• Escalate complex issues or complaints to the appropriate teams while ensuring follow-through
• Maintain detailed and accurate call records as well as customer interaction notes in CRM systems
• Achieve individual and team performance goals by meeting key metrics such as call handling time, customer satisfaction scores, and compliance standards
• Stay up to date with changes in banking products, services, and digital platforms to provide accurate and informed support to customers

Requirements

• Minimum of 18 months experience in a customer service or call centre role
• Experience with an AWS system
• Excellent verbal communication skills with a clear and confident telephone manner
• Strong listening, problem-solving, and decision-making skills
• Basic understanding of personal banking products and services
• Comfortable working with CRM systems and other digital tools
• High attention to detail and ability to follow processes accurately
• Ability to efficiently handle multiple calls and tasks

Why join us

• Career coaching, mentoring and access to upskilling throughout your entire FDM career
• Assignments with global companies and opportunities to work abroad
• Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
• Annual leave, work-place pension

About FDM

We are a business and technology consultancy and one of the UK's leading employers, recruiting the brightest talent to become the innovators of tomorrow. We have centres across Europe, North America and Asia-Pacific, and a global workforce of over 2,500 Consultants. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer and is listed on the FTSE4Good Index.

Diversity and Inclusion

FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.