Customer Services Representative

Customer Services Representative/ Member Services Representative - Join our team at Saffron Building Society and make a difference as a Member Services Representative.

We are looking for a Customer Service/ Member Representative to join our team on full-time permanent basis. This is a remotephone based role where you will be required to come to the office, a minimum once per month for team meetings in Saffron Walden, Essex.

Why Saffron Building Society

At Saffron Building Society, we believe that financial happiness is not just a destination; it's a journey we embark on together with our members and communities. As a mutual organisation, we exist solely for our members' benefit, prioritising their needs above all else. Our commitment to fostering financial well-being drives us to create meaningful connections, deliver exceptional experiences, and leave a legacy in our communities. If you're passionate about helping others and want to be part of a team that makes a difference, we invite you to join us.

Fantastic Company Benefits Include:

• Competitive Salary: On offer is a competitive salary of £23,500 per annum
• Holiday: 33 days holiday
• 5 % employee contribution 8.5% employer contribution Pension
• Employee Extras such as: Income protection, life assurance, comprehensive wellbeing support, buy and sell holiday, salary sacrifice schemes

About the role:

As a Customer Service/ Member Services Representative, you will be the first point of contact for our members, ensuring they have an unmatched understanding of their finances. This role is pivotal in delivering high-quality customer service across various communication channels. You will handle end-to-end member transactions and administration while sticking to our quality assurance and operational standards. In this role the working hours are Monday - Friday, 9am - 5pm with 2 x Saturdays per month which will be on a rota basis. If you live close to the Head Office, you are welcomed to work from the office more regularly or if you live near a branch you can utilise that space.

Main Duties and responsibilities:

• Deliver high-quality customer service and demonstrate confidence in discussing savings, mortgages, and general inquiries.
• Achieve first contact resolution to add value to both the customer and the Society.
• Ensure compliance with regulatory, audit, and operational standards, meeting defined processes and customer service KPIs.
• Manage customer transactions efficiently and accurately, keeping members informed of any delays or issues.
• Engage with members to identify their needs, ensuring our services align with their financial goals.
• Handle complaints in accordance with our policy, taking ownership and providing appropriate resolutions.
• Identify and safeguard vulnerable customers, ensuring their needs are met with empathy and care.
• Keep up to date with Saffron's product offerings and third-party services to enhance customer interactions.
• Contribute to team goals, including booking Financial Wellbeing Reviews and collaborating with partners.

About you:

You will have experience in a similar Customer Services/ Member Services Representative role with a solid understanding of financial products and services. Possessing excellent verbal and written communication skills and demonstrate self-motivation with a proactive approach to tasks. A strong team spirit and the ability to work collaboratively while thriving independently are essential. You must exhibit strong organisational skills to manage multiple priorities effectively Problem-solving acumen, empathy for vulnerable customers, and technical proficiency with Microsoft software applications are also vital attributes for success in this role.

If you are passionate about delivering excellent customer service and eager to take the next step in your career, this could be your perfect match! Please apply by forwarding an up-to-date CV which outlines your relevant experience for this role to be considered.

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No recruitment agencies, please

Additional keywords: customer service, financial services, banking, client relations, administration, member representative

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