We are looking for Customer Service Advisors to join our team!
Customer Service Advisor
OUR VALUES
Collaborative, Enabling, Inclusive, Straightforward, Integrity
Unity is a bank with a difference. For over 40 years, Unity has supported businesses, communities and organisations that share its values in wanting to contribute to positive economic, social and environmental change. We operate throughout the UK, with offices in Birmingham, London and Manchester.
With the appointment of a new CEO comes the renewed purpose to help create a better society, not just maximise profit. Unity’s focus on its customers, employees, and the communities it serves is what sets it apart and allows it to deliver on the bank’s ‘Double Bottom Line’ strategy through community growth, health and welfare and ED&I.
THE ROLE
Working as part of the Customer Operations team to deliver the highest level of customer service and good customer outcomes. Undertake a range of administrative activities, continually improving operational effectiveness and ensuring adherence to the bank’s policies and procedures in line with corporate governance and regulatory requirements.
- Completion of daily tasks relating to account opening, ongoing servicing, telephony and high value/risk transactional activity. Accurately processing transactions and customer instructions in a timely manner ensuring that procedures are followed as well as meeting service standards and regulatory requirements.
- Ensuring risk controls are met at all times, safeguarding the Bank from losses and reporting any suspicious activity as appropriate. Undertake customer due diligence, be vigilant and actively consider all transactional activity mitigating the risk of money laundering and fraudulent activities
- Ensure all amendments to customer records are properly supported by authentic instructions and in accordance with Bank policies, procedures.
- Support the wider Bank team on projects as required. Attending team meetings and contributing to the wider team effort. Contribute to the effectiveness and efficiency of Operations by reviewing existing processes and procedures and proposing improvements which enhance service, deliver cost savings and / or mitigate risk.
- Communicate with customers with speed, ease, certainty and empathy on the telephone, in writing and face to face as required.
- To undertake any other duties required to meet the objectives of the Bank, including providing support to other Bank functions where necessary.
Additional responsibilities for Senior CSAs:
- Achieved ‘Expert’ on Unity Way Competency Framework, fully proficient in all tasks
- Able to complete tasks within the High Value team
- Undertakes enhanced Aurius functions’ including workflow checking and releasing payments to specified authorisation limit
- Coaches and responds to technical queries from less experienced colleagues
- Require little supervision
- Proactively resolves problems and identifies process improvements
ABOUT YOU
- Banking Qualifications are desirable.
- An understanding of Financial Services products and regulations is essential.
- 2 years+ experience in Financial Services is desirable
WHAT’S ON OFFER?
Competitive salary complemented by a comprehensive benefits package.
You will benefit from a Hybrid working environment which gives balance to office working and remote work.
Birmingham city centre host a multitude of benefits including easy transport links, vibrant area and you will also benefit from discounted parking in local carparks.
NEXT STEPS
Your Unity journey starts once you submit your application. Our dedicated Talent Acquisition Team will review your details and will arrange a phone consultation if your skills match our role.
For mutually suitable candidates we will extend the invite to join us the for the interview process. This will be a 2 stage process with a mix of remote and face to face interviews.
Our Talent team can support you with being your best, authentic self so if you have any requirements or need additional assistance please contact us on: recruitment@unity.co.uk
