YOUR IMPACT

We’re looking for customer advisors that have a passion for customer service to join our growing customer support team. Are you an experienced customer service professional or have a desire to build a career in customer services?

OUR IMPACT
Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer advisor roles for play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management. You will join and support our growing Savings customer operation.

Job Summary & Responsibilities

• As part of the Payments team, you will be responsible for the processing of various manual deposits and payments.
• Promptly dealing with queries and investigations relating to different payment types such as cheques, CHAPS payments, manual transfer, and payment exceptions
• Responsible for answering calls with our customers including but not limited to, providing product information, account opening services as well as account maintenance.
• Taking ownership of customer enquiries and responding to escalated payment issues in accordance with agreed procedures
• Preparing letters to customers and financial institutions
• Work closely with the reconciliations team to resolve outstanding breaks.
• Ensuring payments are processed within SLA and regulatory requirements are adhered to.
• Recognises that quality is measured through call recordings and case auditing
• Meets established goals for all metrics, including call and case quality, productivity, and customer acquisition by focusing on maximising service to customers
• Actively seek to improve processes and workflows.
• Understands operational risks and proactively identifies any new issues or risks
• Participates in projects to drive operational excellence

Skills

• Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers
• Good interpersonal skills, negotiation skills are a plus
• Good problem solving skills
• Is adaptable, high energy levels and desire to help others
• Excellent team player
• Good analytical and problem-solving skills with a view to support changes to processes
• Experience of working in payments team is desirable, strong numeracy skills are a must
• Excellent written and verbal communication skills

Education

Desirable Qualifications

• Experience in a retail banking environment