Customer Service Specialist - (RateSetter Division) Leicester Fosse Park Area

  • Metro Bank
  • Full Time
  • Leicester
Metro Bank

Job Description

Customer Service Specialist - (RateSetter Division) Leicester Fosse Park Area

  • Team: Retail & Business Banking
  • Location: Leicester (RateSetter)
  • County: Leicestershire
  • Starting salary (depending on your level of experience) from circa: £19,000
  • Ref: 14702
  • Closing Date: 07-Dec-2021
  • Do you have a passion for delivering outstanding customer service? Do you enjoy being part of a busy team solving a variety of customer queries? Are you able to manage inbound and outbound calls with a confident and friendly telephone manner? If yes, then we could have the perfect role for you!
    RateSetter revolutionised the way people think about investing and borrowing and are proud to have won numerous awards over the past 10 years. They believe in innovation and putting customers first, that’s why we are incredibly excited to enter our next phase of growth together now that RateSetter has become part of Metro Bank.
    We have an exciting opportunity for a Customer Service Specialist to proactively engage with our customers through a range of channels including inbound/outbound calls and email. Our Customer Service Specialists resolve customer queries as well as assisting in minimising our financial risk as a result of overdue customer payments through a variety of collection options and payment plans with a focus on retaining and promoting a positive customer relationship.
    Most of our jobs offer the opportunity for hybrid / remote working. Ask your recruiter for more details.
    So what will you be doing…..?
    • Making outbound and managing inbound calls to efficiently handle collection issues and a wide range of customer queries building borrower trust in the Metro Bank and RateSetter brands
    • Ensuring call waiting times are kept to a minimum and team objectives are delivered
    • Actively listening to our customers to correctly assess queries and manage through to a successful resolution in a timely manner
    • Sensitively discussing payment options with customers including lump sums or payment plans maintaining a focus on retaining a positive customer relationship
    • Ensuring any queries/issues that can’t be resolved are escalated to the relevant parties in a timely manner and all parties are kept fully informed until it is suitably resolved
    • Regularly updating accurate records of customer communications and data in relevant tools and systems in line with company procedures and provide any relevant data/reports for management relating to personal and customer service activity when required
    You need to be this kind of person…
    • Passionate about providing unparalleled levels of service and convenience for customers
    • Able to work and learn quickly in a fast-paced, fun and dynamic environment
    • Prepared to stick at something we get nervous if someone has jumped from job to job as we want people who are prepared to learn and grow
    • Care about doing a great job and exceeding expectations with the quality of what you do
    And...we are a regulated financial services organisation so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the courage to call out any concerns.
    We always support colleagues to develop their skills. But to be successful in this job you really do need to already be able to do most of these wonderful things...
    • Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
    • Outstanding communication skills both written and verbal (Min requirement is GCSE or equivalent at level C or above in Maths and English)
    • Naturally, you will be a great relationship builder and will be comfortable engaging in conversation with customers displaying empathy when needed
    • To be successful in this role you will need to be ready to go above and beyond your job description to provide AMAZEING customer experience and make every interaction with our customers special this is how we create FANS!
    • We need you to be fully flexible to work on a variety of shift patterns over seven days a week
    • In order to excel in this role you will have the ability to adapt quickly, juggle multiple tasks and prioritise workload
    • Computer literacy across all Microsoft tools
  • • This role is regulated by the Financial Conduct Authority (FCA) under the Senior Managers and Certification Regime. This means that If you are successful in your application, we are required to carry out additional checks that will be repeated annually while you are in this role. For more information you can visit the FCA website or ask your recruiter who can explain further.
  • IMPORTANT FOOTNOTE;
  • Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates.. Good luck!
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