Customer Consultant - Non Core

  • Lloyds Banking Group
  • Full Time
  • Hove
Lloyds Banking Group

Job Description



End Date

Sunday 05 December 2021

Salary Range

£18,783 - £20,870

We support agile working click here for more information on agile working options.

Agile Working Options

Flexible / Variable Hours

Job Description Summary

An exciting opportunity to join a growing team within Customer Financial Assistance. In Lloyds Banking Group we put our customers interests at the heart of everything we do. Our customers are those who find themselves in financial difficulties which is why our teams play a vital role in listening and understanding our customers individual circumstances and agreeing a fair solution that is suitable and sustainable for them.Customer Financial Assistance specialises in supporting our customers through financial difficulties. A successful candidate will be highly motivated, takes pride in their work and are committed to delivering a range of solutions and options for our customers so they receive a fair outcome. Working as part of our Specialist Brands team you will be responsible for telephony based customer contact along with more manual tasks which involve decision making an critical thinking. You will be responsible for working with customers experiencing a range of circumstances where you will need to execute sound judgement & decision making in order to reach a fair outcome for our customers in line with regulatory policy and procedures in a bespoke end to end team. As such there will be opportunities for you to improve your product knowledge on a range of treatment strategies and processes.You will focus on delivering customer promises and maintaining good knowledge of products, policies and procedures within a fast-paced environment. You will communicate clearly both orally and written ensuring decisions are understandable. You will adhere to policies, Training & Competence scheme and risk frameworks at all times whilst delivering excellent customer service in helping customers to return to financial health. Adapts to change and displays LBG Values.

Job Description

-Colleagues must demonstrate the ability to undertake a meaningful conversation with our customers through customer centric activities to facilitate fair customer outcomes.-Build a good rapport with our customers to deepen/develop the customer relationship, and look out for customer vulnerability.-Conduct customer interactions, ensuring a full understanding of individual customer circumstances and using considered judgement and decision making skills to propose a fair solution.-Make decisions considering risk to the bank and impact to the customer with guidance & advice where required.-Handle customer calls and correspondence in an effective manner providing the highest level of customer service by aiming to meet the needs of our customers and LBG.-Respond efficiently to a range of customer enquiries and concerns ensuring that information provided is clearly understood and escalating issues where appropriate.-Ensure processes are completed to the highest standard, challenging and escalating when process/policies cause any unintended consequences to both the customer and/or the bank.-Access and navigate the relevant bespoke LBG systems to review and propose the customer options.-Focus on excellent customer service whilst delivering against defined business objectives.-Ensure all details entered onto the system are accurate and meet the required quality standards.-Ensure all legislative regulatory requirements are adhered to through compliance, training, competency scheme & business standards.-Identify & suggest improvements to new & existing processes, procedures & systems .-Positive attitude to change, and develop own skills to meet the changing customer, business and financial environmental needs.

-Understanding key processes, such as manual account reviews and ad-hoc tasks to support and using considered judgement and decision making skills to deliver a fair solution.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

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