Customer Service Representative

Family Building Society; Epsom; On-site; GBP 40,000 - 60,000; Full time

Job summary

A financial services organization in Epsom is hiring a Customer Service Representative to manage inquiries regarding Mortgage and Savings Accounts. The role requires exceptional communication skills, a detail-oriented approach, and the ability to juggle multiple tasks. You will provide critical customer support, handle administrative responsibilities, and assist with various processes essential to our operations. Experience in a fast-paced customer service environment is desirable. This position offers a chance to grow within a dynamic team.

Responsibilities

• Maintain up-to-date knowledge of all products and services offered.
• Respond promptly to inquiries from mortgage and savings customers.
• Explain products and services without offering advice.
• Handle administration duties for Mortgage Accounts procedures.
• Perform cashiering functions at Head Office.
• Manage administrative amendments relating to customer details.
• Assist with the ISA transfer process and registrations.
• Support other departments as required, including Loans Underwriting.
• Carry out daily checks and reports.
• Attend internal or external meetings as needed.

Skills

Excellent written, verbal & listening communication skills

Natural curiosity and eagerness to learn

Ability to switch between different tasks

Logical and analytical mindset

Accuracy and attention to detail

Ability to quickly grasp new concepts and skills

Experience in a fast-paced telephone customer service environment

Experience in financial services or regulated customer service

Job description

The efficient and effective administration and customer service of Mortgage and Savings Accounts

Scope

• Maintain an up to date knowledge of all products and services offered by the Society, its subsidiary and associated companies.
• Answering the telephones to respond promptly, accurately and efficiently to enquiries from both mortgage and savings existing customers, including online support.
• Explain the products and services offered by the Society, its subsidiary and associated companies to existing customers of the Society within the bounds of the Society’s categorisation as an ‘information only’ provider under the FCA’s regime. As such, take care to avoid making comment, orally or in writing, which may be construed as offering advice and/or guidance and, where relevant, adhere to scripted questions during telephone communications.
• Undertake administration duties encompassing all aspects of Mortgage Accounts procedures such as mortgage completions, redemptions, capital payments, monthly payments, product transfers, retention releases, lease extensions, sale of lands, letting requests, customer amendments, and general enquiries etc.
• Prepare and issue standard or dictated letter responses to savings customers as appropriate, including researching and responding to “Lost Account” enquiries.
• Perform the cashiering function at Head Office; opening new savings accounts, closing existing savings accounts, amending existing account data, financial additions to and withdrawals from individual accounts via SUMMIT and the supporting Frontline system.
• Deal with all administrative amendments relating to both customer details and account details, including address changes, applying notice requests, change of nominated bank account etc.
• Undertake all aspects of the ISA transfer (IN and OUT) process in line with laid down procedures.
• Assist with all aspects of the Registration process in line with laid down procedures.

General

• Assist in other departments of the Society as required including but not limited to Loans Underwriting and the New Business Team. You may also be required to perform the cashiering function at the Branch office, as well as being included in the Saturday rota as required.
• Undertake all aspects of system testing including new products and statements as required.
• Undertake general day to day administration duties encompassing all aspects of internet accounts procedures, including applications, security, amendments and secure messaging.
• Undertake checking of daily, weekly and monthly reports as required.
• Attend Internal or External meetings as required .
• Undertake any other related tasks requested by the Manager, or his/her Line Superiors.

Skills and Experiences

• Excellent written, verbal & listening communication skills (ability to explain the complicated simply)
• Ability to demonstrate a natural curiosity and eagerness to learn
• Ability to switch between different tasks e.g ability to take a call if asked even if in the middle of an admin task
• Ability to approach problems with a logical and analytical mindset, identifying root causes and proposing effective solutions
• Accuracy and attention to detail
• Ability to quickly grasp new concepts and skills
• Experience of working in a fast-paced telephone customer service environment (desirable)
• Experience of working within financial services or a regulated customer service environment (desirable)

Please download to view supporting documents below.

Customer Service Representative JD 2025.pdf

Ebbisham House 30 Church Street Epsom Surrey KT17 4NL United Kingdom