Customer Management Agent

Customer Management Agent The job: As a Customer Management Agent, you will effectively manage interactions with customers experiencing financial difficulty to identify the most effective solution for both the customer and the Society/Nemo. Responsible for ensuring interactions with customers, the Customer Management Agent will communicate with customers over the telephone and by writing ensuring consistently fair outcomes. This will be achieved by fully understanding customer individual circumstances through fact finding, providing an appropriate level of support and implementing forbearance where suitable The successful candidate will need to identify indications of potential or actual vulnerability and provide the right level of assistance whilst complying with any applicable procedural or regulatory requirements. What you’ll do: Reporting into your Customer Services Manager, you will: Provide excellent customer service to both internal and external customers with the primary focus on fair customer outcomes To agree and negotiate solutions with customers in order to bring mortgage arears up to date, making commercial decisions within mandate, where necessary Working with the team to ensure daily administrative tasks are actioned within agreed timescales and to required standards Complete all tasks in adherence with approved process manuals and within internal Service Standards and regulatory timescales Work with the rest of the Customer Service teams and other key stakeholders to identify opportunities to improve the customer journey What we are looking for: TECHNICAL SKILLS Understanding of the UK mortgage market and the financial services regulatory system Competent in use of MS Office PREVIOUS EXPERIENCE Working within a customer facing regulated financial services environment Good verbal communication skills and the ability to talk to customers in a clear and articulate manner Demonstrable experience of building and maintaining effective relationships A track record of being able to consistently provide fair customer outcomes COMPETENCIES Able to communicate effectively at all levels Decision making Able to build rapport with all levels within the organisation Customer focussed Organisation and planning Flexible and adaptable to change Who are we? It’s official! We’re a Great Place to Work! We are delighted to announce that in our first year of participating, we have been named one of the best workplaces in the UK in the large category on the Best Workplaces™ list for 2018. With 53 branches and 18 agencies across Wales and the borders, Principality is the 6th largest Building Society in the UK. As a mutual society, we’re owned by and run for the benefit of our 500,000 members. It’s an exciting time to join us as we’re currently on a Group wide transformational journey that will see our brand, technology, colleague and customer offerings updated and enhanced to really put Principality on the map and make us a brand and employer of choice within Wales and beyond. This is supported by our recent sponsorship of the iconic Principality Stadium which has put us on a global stage. Steve Hughes, CEO, said: “Principality is a unique organisation. We are big enough to have large ambition, but small enough to value, respect and engage everyone as individuals. Our colleagues live and work in the communities they serve and have developed a strong connection with them. We strive to be an inclusive business with colleagues who are passionate about doing the right thing for Members. As a business, Principality is keen to recruit talented individuals who are interested in joining a company in which they can really make a difference. Although the Society has been established for nearly 160 years, we pride ourselves on a progressive culture, which encourages its employees to thrive. Our culture is renowned for being friendly, open and inclusive where we actively encourage everyone to bring themselves to work. Our people are our most important asset and make us stand out in the finance sector. They’re the driving force behind our success and we’re committed to creating and maintaining a great place to work What can we offer you? As well as a great working environment with a strong family feel and plenty of opportunities for development and growth, you can expect a generous package that includes pension, bonus and incentive schemes, free life assurance cover, critical illness protection, private healthcare and the option to buy extra holiday each year. You can also be a part of our Sports & Social club which gives our colleagues access to discounted theatre, sporting and family events and to top it all off, we always have tickets up for grabs for the latest events at Principality Stadium. As Principality colleagues, we want you to walk a mile in our customer’s shoes. This is why we provide all staff with £100 to open a savings account at your local branch to really feel a part of our core business. £100 also grants you voting rights at the Principality Annual General Meeting. For more information about our Reward & Benefits, visit
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