Job Title: Customer Service Advisor

Could You be Me? : View a profile from one of our Customer Service Advisors

Band: Team Player

Department: Sales

Reports to: Branch Manager/Senior Branch Manager

Main purpose of job

• To ensure sufficient leads are generated in respect of mortgage and investment, also to refer leads for regulated investment products and sell general insurance in line with personal objectives and Achieving Excellence
• Achieve Society’s Customer Service standards in all areas
• Ensure effective administration in all areas and full compliance with Society audit requirements

Key Accountabilities

• Achieving personal targets by generating sufficient quality referrals for both regulated and non-regulated products, and also by generating leads for potential lending opportunities
• Ensure personal sales of mortgage, investment and insurance products are in line with targets set using Achieving Excellence
• Ensure there is a high level of customer service at all times by providing an efficient and accurate counter service to all customers
• Ensure that all customers who could be suitable to receive financial advice, or requesting information on regulated products and mortgages, are referred to the relevant experienced or authorised staff using Achieving Excellence and the Sales Process. Make appointments where necessary
• Provide accurate advice to customers enquiring about traditional non-regulated products within compliance regulations
• Answer telephone calls and take appropriate action, in line with the Society’s Customer Service standards
• Ensure there is accurate till management at all times so that cash/cheques balance and then bank the money when required, also ensure that the Society’s security requirements with regards to till management are adhered to
• Deal effectively with initial mortgage enquiries up to and including mortgage interviewing
• Ensure that the administration for mortgage applications and investments and other general branch administration is completed in line with Society’s Customer Service standards
• Ensure branch audit, security and cash management requirements are adhered to
• Prepare and produce letters/memos when required to do so, in line with the Society’s Customer Service standards
• To carry out any other tasks or duties as required and instructed by your line manager from time to time.
  

Internal & External Relationships

INTERNAL
Branch colleagues, Retail Sales Manager, Branch Managers, Head Office Departments, Development Managers.

EXTERNAL
Members & Customers, NU, LHFS and Professional Connections.

Responsibilities for Resources, Financial/Human/Physical

• Cash holdings
• Security of branch and documentation

Qualifications Skills & Experience

• Educated to GCSE standard or equivalent
• Previous sales/customer service experience
• Good standard of numeracy and written/verbal communication skills
• Basic PC Skills
• Must enjoy sales and meeting people

For more information on the above position please telephone the Human Resources department on: 0113 225 7654

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