Customer Service Representative - Northampton

FDM Group

  • Northampton
  • Permanent
  • Full-time
  • 2 days ago
LocationLeedsAdvertising SalaryNot Specified
  • Customer Service Representative - Northampton
About The RoleFDM is seeking a Telephony Representative to work for our client within the banking sector. This is initially a 12-month contract with the potential to extend and will be a hybrid role based in NorthamptonThis customer-focused role is ideal for someone that has experience within banking or financial services. In this role, you will be the first point of contact providing support on a wide range of banking products and services. The ideal candidate will have the ability to resolve queries efficiently, maintain customer trust, and work effectively in a fast-paced environment.Responsibilities
  • Manage inbound customer calls using AWS system, providing support and guidance on a range of financial products including bank accounts, cards, online banking, payments, and loans
  • Support customers via telephone relating to KYC activity using multiple systems to gather information and provide updates and guidance
  • Accurately record and log customer complaints and concerns, ensuring all details are captured in line with company procedures to support effective resolution and continuous improvement
  • Perform security checks in line with regulatory and company standards to verify customer identity
  • Escalate complex issues or complaints to the appropriate teams while ensuring follow-through
  • Maintain detailed and accurate call records as well as customer interaction notes in CRM systems
  • Achieve individual and team performance goals by meeting key metrics such as call handling time, customer satisfaction scores, and compliance standards
  • Stay up to date with changes in banking products, services, and digital platforms to provide accurate and informed support to customers

FDM Group