Description:
Customer Banking Agent
Job Description
What You’ll Be Doing
- Supporting customers with a wide range of banking collections queries, including those who may be in vulnerable or challenging circumstances
- Providing clear, accurate, and professional guidance, tailored to individual customer needs
- Identifying signs of vulnerability and taking appropriate action to ensure customers receive the right support
- Handling customer complaints with care and professionalism, taking ownership to investigate issues thoroughly and resolve them fairly and effectively
- Accurately recording customer interactions, actions, and decisions across multiple banking systems to ensure consistency, auditability, and quality outcomes
- Using systems and processes confidently to support decision making and ensure the right outcome is delivered first time
- Offering suitable solutions while balancing customer wellbeing with regulatory and risk requirements
- Working collaboratively within a supportive, high performing team to deliver positive outcomes
- Developing your understanding of vulnerability, financial wellbeing, and banking products through ongoing learning and training
What We’re Looking For
- Strong communication and active listening skills, with the ability to engage sensitively with customers who may be vulnerable or experiencing financial difficulty
- A genuine commitment to delivering fair, respectful, and supportive customer outcomes
- The ability to work confidently within regulated processes, policies, and vulnerability guidelines
- Confidence using systems and technology to accurately record information and support customer needs
- A positive, resilient attitude with a willingness to learn and continuously develop your skills and knowledge
- A strong commitment to the role, including reliable attendance and punctuality, recognising the importance of consistent customer support and actively engaging in your own development journey through training, coaching, and learning opportunities
- Someone who is prepared to be coached, open to feedback, and comfortable with accountability to continuously improve performance and outcomes