Customer Service Associate

OVERALL SUMMARY

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you dont tick every box. We celebrate diversity promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

Join the Close Brothers Asset Finance (CBAF) team where youll play an important role in delivering a seamless compliant and positive experience for our customers throughout their journey with us supporting a wide range of in-life account activities (excluding collections).

You dont need previous experience to succeed in this role instead were looking for someone with excellent communication skills a genuine empathy for customers and a commitment to delivering a consistently high standard of service. Previous customer service experience particularly within banking or financial services would be beneficial but is not essential.

RESPONSIBILITIES

• Empathetically communicate with customers through all available channels including telephonepostand email
• Handle and accurately capture all service requests ensuring compliance with policies and SLAs
• Accurately capture service requests received by email portalpostor telephone
• Update customer and bank details promptly and accurately
• Supportinlifeaccount management tasks such as payment date changes asset replacements settlement processing cancellations and withdrawals.
• Refer complaints in line with policy andassistwith resolution activities where needed.
• Identifypotential vulnerability indicators and follow established processes to ensure suitable customer support
• Manage bereavement cases sensitively andin accordance withagreed procedures.
• Process card payments refunds andin-lifeintermediary payments
• Conduct ongoing customer due diligence throughout the lifecycle and support audit andadhocinformation requests

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:

• Customer focused able to appreciate customer needs and deliver good outcomes
• Able to demonstrateempathy and understanding in customer interactions
• Strong relationship building skills quick to develop andmaintainrelationships both internally and externally
• Able to demonstrate accuracy and a strong attention to detail
• An ability to work independently as well as part of a team
• Numerate with analytical ability

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:

• Experience of providing excellent Customer support
• Good knowledge of Microsoft Products
• Previousknowledge and experience of the Financial Services Industry and in similar operational or customer facing roles
• Previousknowledge and experience of the Asset Finance industry.

We are committed to providing an inclusive and accessible recruitment process. We recognise that candidates may have specific needs that require adjustments to ensure they have a fair and equal opportunity to demonstrate their skills and abilities. Candidates who require the job description or application form in an alternative format or any other adjustments are encouraged to email us at or request a call back.

ABOUT US

At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending deposit taking and securities trading. We employ approximately 3000 people principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.

To find out more about Close Brothers please visit our careers page: find out more about life at Close Brothers:
find out more about our benefits:
find out more about our commitment to creating an inclusive environment:
Our Responsibility - Diversity and inclusion Close Brothers Group

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Close Brothers is a UK specialist banking group providing lending and deposit taking. We employ approximately 3000 people principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange.

Our specialist lending and deposit solutions include:

• Commercial: Offers specialist and predominantly secured lending principally to the SME market.
• Retail : Provides intermediated finance through motor dealers motor finance brokers and insurance brokers and savings products for individuals and corporates.
• Property: Offers residential development finance to established UK property developers funding for commercial properties and bridging and refurbishment loans.

At Close Brothers we are here to help people and businesses thrive over the long term.

Through our deep sector knowledge and expertise focus on delivering excellent and specialist service and strength of established relationships we support our customers through the cycle. Our values of deep expertise consistent service and long-term relationships embody our distinctive culture and customer-centric approach.

We also recognise our responsibility to help address the social economic and environmental challenges facing our businesses employees and customers now and into the future.