Customer Service Agent

  • Location
    Preston, Lancashire
  • Salary
  • Category
    HR, Sales and Management - Call Centre Supervisor
  • Job type
  • Industry
    Banking and Financial Services
  • External Reference

* To provide an exceptional service to our customers in all aspects of their dealings with our client.

* To provide an inbound and outbound telephone support line to intermediaries and the end consumer.

* To deal with all forms of communication from intermediaries and consumers, including but not limited to email, letters and faxes.

* To help intermediaries with technical enquiries, from product criteria to KFI creation and case updates as necessary.

* To deal with all aspects of post-completion mortgage administration in line with agreed service levels, policy and criteria for both consumers and intermediaries.

Principal Accountabilities

* To be responsible for the management of a caseload, covering a variety of work-types, to ensure intermediary and consumer queries / issues / administrative requests are dealt with efficiently and within agreed service levels. The following areas are some of those covered within, but not limited to, this role:-

* Inbound/ Outbound support line for intermediaries and customers

* Management Information

* Illustration Creation

* Procuration Fees and all tasks associated

* Cashbacks and all tasks associated

* Redemptions

* Insurance

* Annual statements

* Deaths / long-term care

* Ground rent / title queries

* Retentions

* To keep up to date and conversant with lending criteria, products and special schemes.

* Liaising with relevant internal and external stakeholders to maintain quality relationships.

* To develop and maintain business relationships with key partners, including customers.

* To ensure all tasks are completed accurately and within specific time frames, criteria and policy.

* Person Specification

* Excellent software skills, particularly Outlook & Word (Excel and Adobe also preferred).

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: Jade Coulton