Customer Service Advisor
Cardiff, South Glamorgan
Title: Senior Customer Service Executive
Role: Permanent, full-time, office-based
Salary: £31,000 pa
Holiday: 22 days (plus bank holidays)
Working hours: Monday to Friday 09:00 – 17:30
Location: Cardiff
The Client
Our client specialises in providing property finance solutions, including bridging finance, residential finance (including ex pat, buy to let, and private bank mortgages), commercial finance, portfolio loans, business finance, development finance, complex income and second charge mortgages. These are advised on by our internal broker team, or by one of our external broker partners
As a Customer Services Executive you will be part of a small team delivering outstanding customer service to new and existing clients in our Cardiff office. The main purpose of the role is to handle and convert inbound leads, use outbound contact strategies to convert these enquiries, and be the first point of contact for incoming enquiries.
Whilst the role does not require previous financial knowledge or experience, it is important that you are willing to learn and understand the financial products we offer, to be able best assist with client enquiries.
Responsibilities:
Manage and respond to new business enquiries, across various communication channels (including telephone, text message, online chat and email), both inbound and outbound
Answer incoming calls from new and existing clients
Take details of various financial-related enquiries, and refer to the appropriate adviser, either internal or external
Update the CRM system accordingly with accurate, timely and detailed records
Ensure client expectations are managed throughout every step of the lending process and their outcome is a positive experience
Be an excellent communicator and build sound relationships between all of the parties involved throughout the lending process
Become an active part in the care of clients and be wholly familiar with the contacts and clients of our Bridging Finance Advisers
Full support in packaging cases correctly before submission, ensuring all the required documentation for compliance purposes and the respective lender
Pro-actively liaising with clients to request documentation, checking the documentation that is provided is correct and compliant
Regular liaison with all parties to the lending process (lenders, solicitors, estates agents, valuers, client, etc) to obtain updates on applicant status and proactively progress bridging applications through to offer.
Working with and adhering to company and FCA policies and procedures
Discuss any compliance and quality issues with the adviser and Compliance Officer
Key skills required:
Excellent communication skills both verbally and written
Organisational skills
Proactive team player
Friendly and professional attitude and telephone manner
Ability to work under pressure
Self-motivated
Positive ‘can do’ attitude
Computer literate (required use of bespoke CRM systems and Microsoft packages)
Able to quickly build confidence, respect and trust with others
Accuracy and an eye for detail
For more information on this role and to register an interest, please click apply and/or reach out to Harry Driscoll at Prince Talent & Resourcing £27000 - £31000/annum