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Client Service Specialist
2 months ago
Job Summary
We are seeking a highly skilled Customer Experience Specialist to join our team at Together. As a key member of our Commercial Loan Servicing department, you will be responsible for delivering exceptional customer service and ensuring that our customers receive the highest level of support.
Key Responsibilities:
- Present a professional image of the company to deliver positive customer experiences throughout the customer journey.
- Communicate clearly and transparently with customers to ensure they understand the current situation and demonstrate TCF principles.
- Work in adherence to all policies and procedures to deliver compliant customer outcomes.
- Strive to improve the customer experience by challenging existing processes and practices and recommending change where appropriate.
- Manage vulnerable customer cases to ensure the most appropriate support is provided.
- Identify and accurately record complaints and achieve first-time resolution.
- Report incidents of breaches of operational processes and policies.
- Use various tools and techniques to initiate and maintain contact with customers to ensure an appropriate outcome is achieved.
- Effectively question and communicate with customers to understand their circumstances and access the plausibility of exit strategies.
- Explore alternative options with customers to ensure accounts are managed to exit in a timely manner.
Requirements:
- Experience in an office-based customer service environment.
- Experience working towards telephone-based KPIs.
- Excellent communication and attention to detail skills.
- Strong literacy and numeracy skills.
- Flexible approach and ability to adapt to change.
- Organisational and negotiation skills.
Benefits:
- Range of company benefits, including shared reward scheme, discretionary bonus, and pension contribution.
- Career development opportunities and sponsorship of relevant qualifications.
Location: Together, Lakeside, Cheadle SK8 3GR, UK
