Job Title Savings Call Centre Associate
Castle Trust, United Kingdom

As part of the Call Centre Team within Savings Operations, you would be responsible for the servicing of savings customers by telephone.

Key Responsibilities:

• Receive inbound calls from clients enquiring about Castle Trust savings products
• Opening savings accounts on behalf of clients and administration of customer accounts by telephone
• Help with savings queries, website questions and help clients complete the application process and online registration
• Talk though complex savings processes with prospective clients
• Liaise with customers regarding any servicing requirements
• Make account amendments where required
• Engage with customers and provide excellent customer service and brand representation

Responsibilities (all employees) (SMCR):

• Castle Trust has in place policies and procedures that ensure we observe the proper standards for operating - you are responsible for ensuring you understand and abide by these policies and procedures in all you do and take accountability for your actions.
• You are responsible for ensuring you understand and apply the relevant regulations to your role and integrate them into the way you work, understanding and taking ownership of your responsibilities to ensure you deliver objectives in a compliant way.
• You are responsible for ensuring you understand where your role fits within our customer experience and consider the impacts of your actions in all you do, with the constant aim of providing our customers with the best outcomes possible.
• You are responsible for taking ownership of your personal development and having the knowledge, skills and experience that meet the level of competence required by you to deliver results that have a positive impact on our customers’ experience.
• You must ensure appropriate customer outcomes are embedded in the culture of Castle Trust to deliver the six customer outcomes of right culture, right information, right delivery, right targeting, right advice, and right post-sales treatment.

Requirements

Skills and Experience

Essential:

• at least 12 months experience of working in a telephony environment
• Excellent communication skills
• Passionate about the delivery of first class customer service
• Proactive attitude towards completion of tasks
• Positive engagement with change
• Strong attention to detail
• Good understanding of Microsoft Office products

Desirable:

• at least 12 months of working within the Financial Services industry

Knowledge and Behaviours

Essential:

Desirable:

Qualifications

Essential:

• None

Desirable:

• Professional Banker Certificate

Job Rewards and Benefits