Customer Service Specialist

Northreach is a dynamic recruitment agency that connects businesses with top talent in the cell & gene therapy, fintech and digital sectors. Our mission is to provide a seamless and personalised recruitment experience for clients and candidates, and to create a positive work environment that encourages equality, innovation and professional growth.
We have partnered with a unique and growing bank based in Chester, who specialise in financial products to support the rural economy. This bank are seeking an experienced Savings & Customer Service Specialist to support the existing and prospective savings customer base via online secure message, telephone, email, post and webchat.
Please note, this is a full time office based role Mon - Fri
Responsibilities:
Provide exceptional customer service to the Bank's existing and prospective savings customers via telephone, email, secure message and webchat.
Strive to consistently develop on your knowledge of the Bank's savings products and services to be able to assist customers with queries confidently.
Ensure all customer information is accurate and kept up to date at all times
Ensure all unresolvable customer issues are escalated to management as required
Document information from calls and correspondence on the savers system record
Support in achieving the teams customer service satisfaction performance (NPS, surveys, customer reviews).
Embody and show a detailed understanding of the Treating Customers Fairly (TCF) regulation
Ensure that all savings team procedures are followed and adhered to
Obtain relevant and required information/documentation to complete KYC and AML checks/.
Report and log complaints, breakage requests and all regulatory tasks
Support the savings team in delivering the Bank's monthly and annual funding requirements, as set by ALCO (Assets & Liability Committee).
Use initiative to convert customer enquiries from prospective customers to opened accounts, help customers to fund their new accounts and retain existing savers when their accounts mature
Complete personal raining and development plan in accordance with the required milestones and timelines
Candidate profile:
Some customer service experience within a contact centre environment
Problem solving
Attention to detail
Enthusiasm
Good communication written and verbal
Clear passion for delivering outstanding customer service
Passion for developing and improving on personal skills
Desired skills
Experience of working within a savings team, building society or financial services business
Demonstrated understanding of AML and KYC regulation
Knowledge or interest of any aspect of agriculture is always welcome!
Salary & Benefits:
Salary - up to £25,000 per annum
25 days annual leave (increases after 2 years of service)
Private medical healthcare & life insurance
5% employer pension contribution
Share options
Enhanced maternity & paternity pay
Regular company parties & a sociable team who love a celebration!