Customer Service - Telephony Agent, Customer Due Diligence
- We’ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs
- You’ll be liaising with customers and businesses to accurately collect information in order to solve their queries
- You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis
What you'll do
As a Customer Service, Telephony Agent, you’ll be responding to queries from customers promptly and tactfully within our SLAs. We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times.
Your day-to-day will include:
- Authorising and investigating all transactions to our KPIs
- Collecting the required information from the customers and businesses
- Reviewing processes which could be automated or enhanced to improve the customer and business experience
The skills you'll need
In order to excel in this role, you’ll have strong customer service abilities along with customer and industry knowledge. You’ll work well in a fast-paced environment and have good organisational skills to deliver to deadlines. And, if you have experience of coaching and giving feedback, this would be an advantage.
You’ll also demonstrate:
- An awareness of changes in trends, policies and regulations
- A thorough understanding of products, processes and banking systems
- The ability to interpret information and provide analysis and solutions to support continuous improvement
- An understanding of our industry and its customers
- Excellent written and verbal communication skills
How we'll reward you
Starting Salary:
You’ll join on a competitive salary of £24,750 and in addition you’ll receive money to help you save for retirement. You can choose from a range of protection, healthcare or lifestyle benefits from RBSelect, our fully flexible reward programme.
You'll have a generous holiday entitlement of 33 days. You may be required to work Bank Holidays.
Visit our reward and benefits page for more information on the benefit packages we offer.