Join to apply for the Customer Service Specialist role at JN Bank UKOverviewJN Bank UK Ltd is a newly launched UK bank delivering savings and loans solutions. The bank builds on the heritage of the Jamaica National Group and aims to grow with a resourceful team of professionals. The Customer Support Specialist is the first point of contact for customers seeking general customer service support related to their savings product or loan.ResponsibilitiesHandle customer/prospect queries associated to savings and loan accounts via a variety of contact channels (inbound calls, outbound calls, emails, SMS, in app messaging)Identify and engage with vulnerable customers in line with the Vulnerable Customer PolicyExecute tasks associated with the management of customer records and accounts ensuring the achievement of great customer outcomesIdentify customers who are about to fall behind with their loan repayments, and forward them onto the Collections team for supportCreate and maintain accurate customer recordsEscalate matters, with recommendations, to the department head when appropriateWork independently, moving easily between contact channels as requiredCommunicate clearly with other teams to ensure agreed actions are executed correctly within our systems and within agreed SLAsAdhere to company policies and regulatory requirements including anti-money laundering, prevention of financial crime and data protectionIdentify ways to improve the customer journey and use initiative to suggest effective solutionsMaintain technical knowledge of the core banking platform, its processes, controls and proceduresMaintain effective relationships with internal and external colleagues, stakeholders and organisationsIdentify, log and where required resolve complaints (including FOS escalations) inline with DISP requirementsCarry out administrative tasks such as collecting and scanning post, printing, mailing documents and downloading electronic filesProvide support to other teams at peak times or as requiredExperience & QualificationsProven experience in a customer service role in a retail financial services environmentPrevious experience handling loan and/or savings products in the UK would be advantageousExcellent spoken and written communication skillsComputer and numeracy skillsTrack record of working efficiently and meeting all compliance standards with strong attention to detailA motivation to go above and beyond for customersFlexible approach to work with willingness to provide support to other teamsAble to multi-task and move between a variety of tasks as they arise considering prioritiesAbility to work independently and as part of a dynamic team whilst embracing changeExperience with Phoenix and/or UK payment schemes would be advantageousTo applyWe are committed to creating a diverse and inclusive workforce. We believe it makes our company stronger. We celebrate the differences that all our colleagues bring to our business and respect and embrace differences in gender identity, race, ethnic origin, sexual expression and orientation, religion and faith, age, marital status, disability, neurodiversity, social background, education and way of thinking.Please let us know if you require any adjustments to be made to the recruitment or interview process.We regret that owing to the volume of applicants, we will not reply to you individually if you are not shortlisted for this vacancy. We thank you, in advance, for your application.DetailsSeniority level: Entry levelEmployment type: Full-timeIndustries: BankingWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr