Customer Service Representative Lloyds Banking Group Disputes

Entrepreneurship - taking owenership, not being afraid to take on new tasks, develop and have a self-driven mindset.

What will my role involve...?

Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact

Follow Dispute processes to ensure customer satisfaction

Objection handling whilst ensuring the customer that we are here to help them and keep their account secure

Supporting and providing a positive experience for all our customers by helping them with all aspects of their personal banking, for example: bank transfers, direct debits, and digital banking support

Helping customers that may be going through financial difficulty and debit card support

Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Bank's complete range of services

Problem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers

Ensure that all customers are supported in accordance with all regulatory requirements which aim to protect our customers

Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer

Ability to react fast when the day gets busy and handle a wide variety of different customers - excellent time management

Work with vulnerable customers, and helping to resolve complex cases

Confident in following banking processes and being able to clearly explain these to our customer

lease ensure you upload your CV when requested at the time of your application as you will be required to demonstarate minimum 1 year customer service experience.

Who we are looking for...

A professional, polite and courteous telephone manner

Ability to deliver excellent service with outgoing nature

Excellent verbal communication skills, with fluency in English essential

A good listener who can convey empathy, patience and understanding

Confident and proactive to deal with difficult situations and conversations

Confident in having customer conversations

High levels of accuracy and attention to detail

Confident in working independently

Confident in making complex decisions

Self-motivated and able to affectively problem solve

Interpersonal skills

Be driven to work towards achievable targets

Excellent numeracy skills

Experience in working with vulnerable customers

Previous banking/ financial services experience is highly desired

Previous call centre/ customer service experience is essential

Values we look for you to have...

Process Excellence - doing things well means something to you and you will always strive to improve on your work

Collaboration - you enjoy working with others and you like working as a team player

Communication - You can speak and write clearly and in a confident manner

Emotional Intelligence - You possess the ability to be emotionally intellignt meaning you are able to empathise, be kind and be good with others.

Open-mindedness - you possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.

Critical thinking - you are abl to think logically when making decisions

Solution Orientation - having a forward thinking mindset focused on resolving challenges