Santander is currently recruiting for a Customer Service Advisor which involves working as part of a team, taking inbound calls from mortgage brokers and/or customers regarding mortgage applications. You will play an integral role in providing an excellent all round experience to all brokers/customers and colleagues. You will deal with a variety of enquiries from application through to completion, in accordance with agreed SLAs and policies and procedures of the bank.
Job title: Customer Service Advisor
Other benefits include;Opportunity to progress through pay progression scheme, access to employee car scheme, contributory pension scheme, life assurance, discounted financial products, discounts on a wide range of high street retailers.
Hours of work: Between - Monday - Friday 8am - 7pm, Saturday 9am - 2pm.
To resolve queries/issues by telephone, with reference to established frameworks and procedures
To provide quality customer service in line with Santander/Geoban key metrics
To ensure that records are accurately updated for all transactions to meet Company's requirements
Be proactive in identifying ways to improve processes
Understand and adhere to objectives and competencies in the PDP document
To personally deliver high quality, flexible customer services which maximise customer satisfaction and consistently, over time, reinforce the strength of the Company's brand
Proactive management and delivery of customer needs
Operate within all necessary controls, Company's standards and the relevant legislative framework
Resolve issues or identify issues which require escalation as appropriate
Skill and Experience Required
Customer service/sales experience - gained in a banking, retail or other service environment
Empathy with customers
Ability to work under pressure and remain calm
Articulate and clear
Good listening skills
Self-starter who is able to overcome objections and motivate customers
Keyboard and PC skills with a high level dexterity
You may not have worked in a contact centre environment before but if you have the right attitude our bespoke training, along with ongoing coaching and development will make sure you’re well prepared to be the best.
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