The Customer Associate role is a core part of the team supporting the Head of Operations in delivering excellent service and support to the Bank’s savings customers to ensure a good outcome. The role is key in ensuring customers receive the level of support they expect from the Bank as part of our brand and promises.

The roleholder will work as part of a team to deliver an exceptional experience to our customers and your colleagues. With your outstanding attention to detail and strong MS Office skills in particular Excel, you will specialise in handling daily account requests and ongoing account monitoring.

You’ll work towards deadlines to deliver solutions to our customers and liaise with the wider team to resolve any discrepancies to ensure all regulatory compliance requirements are followed to support customers throughout their customer journey.

Responsibilities

Reporting to the Head of Operations, the successful candidate will be responsible for delivering, through attitude and actions, an exceptional customer experience.

Key tasks

• All aspects of customer fulfilment beyond the initial sales activity.
• Day to day deposit management to include account monitoring, accepting deposits, processing withdrawals and notice periods, opening accounts, closing accounts.
• Complying with procedures including CDD/AML/CTF/ID&V.
• Preparing, checking and issuing deposits documentation including welcome letters, withdrawal letters, closure letters, ISA Transfers, deposit maturity letters etc. until such time as this process is automated. Thereafter provide intervention when required to ensure customer satisfaction.
• Ensure telephone calls are answered in a timely and professional manner
• Actively listening to customers to ensure their needs are understood, any feedback is received, identifying characteristics of vulnerability in line with training provided
• Provide help and guidance to existing and potential deposits customers through all stages of the customer journey (via phone, email or webchat).
• Reviewing deposit requests received from the Relationship Management/BDM team.
• Processing deposit withdrawals on Lloyds Commercial Banking online and paying invoices if appropriate.
• Assist with the preparation & analysis of any information needed for reports for the HLDO.
• To support the Head of Operations in producing and maintaining procedures and training material, to support on-boarding and training of new colleagues in a consistent approach
• To understand the risk and controls relating to operations and adhere to processes and procedures
• To act, at all times, in line with Bank’s core values and to ensure good customer outcomes, providing an excellent standard of customer service
• To consistently work in an efficient and productive manner, being curious and raising opportunities for improving the efficiency of processes from both a colleagues and customer perspective
• Undertake additional activities as required or directed to ensure customer service outcomes are delivered to the required standard.
• Facilitating the movement of funds, including making daily postings, processing overpayments, cashflow statements
• Assist with the preparation & analysis of any information needed for reports.
• Championing the customers needs using interaction with customers (verbally, and in writing) and supporting delivery of the Consumer Duty implementation plan

Experience

• Strong experience in a customer facing role within or outside of financial services
• Financial services and deposit product experience preferred

Qualifications & Personal Characteristics

• A passion for delivering an exceptional customer experience with a client-centric approach to work.
• A high attention to detail
• The ability to work in a team environment and build strong working relationships with peers to contribute to team goals
• Willingness to learn and adapt to change as procedures and processes evolve
• Empathic listening skills and strong communicator – able to build rapport with customers and brokers
• Strong numerical and time management skills are essential as you will be working to deadlines ensuring tasks are completed correctly and within agreed timeframes.
• Previous work experience in banking/financial services or within a contact centre environment is preferred, but not essential