We have an exciting opportunity to join OakNorth Bank as an Operations Customer Support Advisor! This is a full-time permanent position in Manchester reporting to our Deposit Operations Manager.
Key Responsibilities:
- The key responsibility of this role is to support the origination and in-life management of OakNorth retail and business deposit products.
- Completing deposit tasks to support the origination of retail and business deposit accounts; example tasks include handling inbound customer calls; making outbound customer calls; opening, processing and sending of mail; responding to emails; and actioning system tasks
- Completing deposit tasks to support the in-life management of retail and business deposit accounts; examples would include preparation of reports/statements and handling account queries
- Providing customer support with a friendly, timely and helpful manner
- Resolving customer incidents or changes wherever possible at first point of contact, or when appropriate, escalate calls to resolve complex issues, gathering sufficient information to enable colleagues to support through to resolution
- Focussing on delivering excellent customer service within a fast-paced environment
- Proactively developing personal product knowledge and customer support skills, including regular communication with colleagues to share information and best practice
- Contributing to ad-hoc duties and projects as determined from time to time by members of the management team
- Working cross functionally with all other relevant business departments by communicating valuable customer feedback and keeping them informed of customer issues and successes
- Ensuring ongoing development of technical and customer service skills within the role
- Actively minimising the risk to the business and the customer by focussing on process controls.
Key Skillsets
- Energetic and friendly
- Excellent interpersonal skills
- Strong communicator both verbally and in writing
- Good telephone presence
- Good analytical skills
- Organisation and time management skills essential
- Willingness to learn and develop new skills
- Resilience and the ability to work under pressure, and to pressing deadlines / SLAs
- Ability to deliver commitment and exceed targets
- Computer literate (basic skills of Microsoft Word, Excel, and PowerPoint required)
- Detail oriented
- Previous experience within customer service role preferred but not required
- A passion for delivering a great service experience
- Ability to go the extra mile for our customers
- Flexible with working hours and team shift patterns
- Open to occasional weekend work and/or evening hours when and if required
- Undergraduate degree or above preferred but not required
Benefits & Perks:
- Equity. We want people to have a stake in the business so that all our interests are aligned
- 25 days holiday
- Personalised benefits – opt-in to what matters to you
- Enhanced family leave
- Paid volunteering days off
- Wellbeing and social events
About Us
We’re OakNorth Bank and we embolden entrepreneurs to realise their ambitions, understand their markets, and apply data intelligence to everyday decisions to scale successfully at pace.
Banking should be barrier-free. It’s a belief at our very core, inspired by our entrepreneurial spirit, driven by the unmet financial needs of millions, and delivered by our data-driven tools.
And for those who love helping businesses thrive? Our savings accounts help diversify the high street and create new jobs, all while earning savers some of the highest interest on the market.
But we go beyond finance, to empower our people, encourage professional growth and create an environment where everyone can thrive. We strive to create an inclusive and diverse workplace where people can be themselves and succeed.
Our story
OakNorth Bank was built on the foundations of frustrations with old-school banking. In 2005, when our founders tried to get capital for their data analytics company, the computer said ‘no’. Unfortunately, all major banks in the UK were using the same computer – and it was broken.
Why was it so difficult for a profitable business with impressive cashflow, retained clients, and clear commercial success to get a loan?
The industry was backward-looking and too focused on historic financials, rather than future potential.
So, what if there was a bank, founded by entrepreneurs, for entrepreneurs? One that offered a dramatically better borrowing experience for businesses?
No more what ifs, OakNorth Bank exists.
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