Customer Support Specialist

Overview

You'll start your journey in one of our branches, providing face-to-face support to customers. While you'll handle some everyday banking tasks, the heart of this role is helping people through important moments - offering reassurance, guidance and practical support. This could include supporting someone through a bereavement, resolving a fraud concern, helping a vulnerable customer, or building confidence with digital banking. You'll adapt to different customer needs, promote and support our digital services, and confidently help customers use online and mobile banking independently. You'll also recognise opportunities to connect customers with the right products and services.

Responsibilities

• Provide face-to-face support to customers in branch locations.
• Address everyday banking tasks while focusing on helping people through important moments with reassurance, guidance and practical support.
• Support customers through bereavement, resolve fraud concerns, assist vulnerable customers, and help build confidence with digital banking.
• Promote and support digital services; help customers use online and mobile banking independently.
• Identify opportunities to connect customers with the right products and services.

Qualifications

• Minimum of 12 months customer service experience.
• A people person who is honest, genuine and cares about helping people with their finances (no previous financial services experience required).
• Ability to quickly build relationships to deliver a fantastic customer experience.
• Empathy, care and integrity; take time to resolve queries and give customers confidence in the service provided.
• Commitment to delivering on promises and going above and beyond for customers.
• Team player who collaborates with colleagues to ensure customers' needs are met.