Financial Customer Representative
£11,383.00 per annum / pro rata
Reporting to the Branch Manager (BM), the Customer Representative (CR) is the first point of contact for customers visiting the Branch Network and plays an essential role as the “Face of the Society” to the Customer. In this key role, the CR is responsible for providing a friendly, respectful and prompt service to all customers and for delivering an outstanding Customer Experience. In addition to providing efficient and accurate counter services, the CR generates referrals for potential new business by securing appointments for customers with Customer Account Managers, Mortgage Consultants or Nationwide Independent Financial Advisers.
The CR is targeted and measured on the number and type of appointments generated and the quality of customer interactions. The vast majority of activity in this role is customer facing.
Job Description
• Manage a range of counter services and deal with customer transactions and requests promptly and effectively
• Provide customers with information from their records
• Process and record new transactions
• Provide all customers with a great customer experience when they visit the branch by engaging them in conversation and displaying genuine interest in their needs
• Manage all customer interactions in a way that makes the Society “easy to do business with” in the eyes of the customer
• Identify opportunities for new business during customer interactions and encourage customers to book follow-on appointments with Customer Account Managers, Mortgage Consultants or Nationwide Independent Financial Advisers as appropriate
• Proactively inform customers about new and existing products and services
• Seek opportunities to meet customers and identify sales opportunities
• Encourage customers to review their financial situation regularly and refer them to the appropriate Customer Account Managers, Mortgage Consultants or Nationwide Independent Financial Advisers for help and guidance.
• Deliver against weekly and monthly targets
• Complete non-advised factfind with existing customers to help customers choose the best product for their needs
• Complete the sale of non-advised, non-regulated products such as savings accounts and foreign currency
• Handle all cash transactions accurately adhering to policy and processes
• Balance all cash tills or floats
• Accurately administer cash as directed by the BM so that cash delivery is securely managed and tills are adequately stocked through the day
• Prepare and dispatch customer administration paperwork, e.g. reminder letters and change of address details so that all communications are polite, accurate and timely
• Complete general office duties in line with the Branch rota including but not limited to ordering stationery, filing, and general correspondence
• Request information and action from external parties and Regional Office and check both incoming and outgoing documentation for accuracy and completeness e.g. the completion and registration of R85 forms
• Keep records and all business registers up to date at all times
• At the request of the Branch Manager, mentor new staff in the branch, providing advice on work processes and sharing best practice
• Adhere to all Health and Safety requirements, particularly in the area of Branch Security
• Keep counter and work area tidy and up to date at all times
• Keep up to date with, and adhere to, all company policies and procedures
Email full CV and salary details to web @peterdawn.co.uk