Telephony Customer Care AgentVacancy posted: Thursday, 1 September 2016
Salary: £16488 to £21984 per annum
Closing date: 01 October 2016
Job ref. no.: 52805-1A_244430757
If you are a resilient and self-motivated individual with a proven track record working within a telephony or customer service environment, there is an opportunity to join us in Mortgage Outbound Customer Care as a Mortgage Outbound Agent. You'll make outbound calls to customers to identify their mortgage needs, providing expert guidance on the next best action to meet those needs. In this newly created position, you'll have the opportunity to really shape your role, further your personal development and advance your career.
Personal & Business Banking (PBB) exists to provide a helpful and straightforward banking service to over 16 million personal and small business customers in the UK. Our customers will account for around half of RBS's total business in the future, and we are committed to meeting their needs for straightforward products, helpful and convenient service, and good advice.
What you'll do
As a Mortgage Outbound Agent, you'll proactively contact our existing customers and use your listening and questioning skills to identify mortgage related products and services that are suitable to their individual needs. Your passion and drive will be essential as you have ownership of providing the next best action for customers. Keeping our customers at the heart of your role, you'll deliver a first class level of customer service and build rapport and trust before transferring them to a specialised Mortgage Adviser.
You'll maintain and develop your knowledge of products and processes to enable you to deliver a consistent service and offer the most appropriate solutions to each customer's needs, in line with all relevant compliance and regulations. The information that you provide to customers must be accurate to help inform their decision making, which our Mortgage Advisers will take forward in further detail.
Alongside your conversations you'll take ownership of dealing with complaints in accordance with the relevant process, and be confident in your approach to handling conversations where customers needs can change.
What you'll bring
To really shine in this role, you'll be a people person with a passion and drive to want to develop and achieve your objectives. Ideally you'll have experience in a customer focused role, from which you'll need to bring a demonstrable track record of being able to articulately and confidently talk to customers in detail about their needs. An engaging and enthusiastic individual, you'll have the tenacity to seek correct and accurate information to facilitate your customer conversations effectively at all times, within all relevant risk and regulatory guidelines.
You'll have a flair for building exceptional relationships, using your refined communication and interpersonal skills to gain customer trust and demonstrate a genuine interest in supporting their needs. You'll be self-motivated with the ability to work effectively as part of a team.
We'll support your development and sponsor you to complete professional qualifications related to your role (excluding CeMAP). We’ll also support your transition into this role through a four week full time training programme.
• Your working hours will be between 12pm to 8pm Monday - Friday, and 10am - 5pm on Saturday
• You'll work three in every four Saturdays
• Please note for your application to be considered you must be available to work flexibly within these hours.
• Part time applications are welcome with a minimum 20 hours option, actual hours to be discussed at interview
As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you’ll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.
How we'll reward you
In return, we offer an excellent salary package of £20,610 - £27,480 which includes a 25% cash and benefit funding programme that can be tailored to suit your individual needs. In addition, we provide a wide selection of exclusive lifestyle offers, development and learning programmes, services and support designed to help you manage and balance your work/life priorities.
This salary will be on a pro-rata basis for part time hours. For more information on our benefits, please visit our website.
At RBS, we want everyone to feel welcome. That’s why we want you to know that we'll work with you to make the application process as smooth as possible. So please just let us know if you need any adjustments or support – we'll do whatever we can to help.
If we offer you a job, we’ll discuss with you how we can help set you up for success, including by making adjustments to your working environment if required.
If you're a new joiner to the bank, please note that we carry out a credit check as part of our referencing process.
If you are experiencing any technical issues when applying for this role, please refer to our FAQ section for assistance.
At RBS, we are focused on becoming the UK’s number one bank for customer service, trust and advocacy by 2020. We are simplifying our business, concentrating on the areas where we can lead the market, and placing our customers at the heart of everything we do.
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