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Customer Service Advisor
This job has expired, and cannot be applied for.
- Posted By: JHR
- Address:
- Contact: 0113 383 3738
- Date Posted: 7th Oct 2008
- Salary: £15,000
- Location: Leeds
- Reference Code: JH/2370
- Views Since Posting: 33
- Full Description:
Purpose: To resolve queries from lenders, borrowers, professional advisers, introducers, on behalf of the Remortgage and Transactional case handlers.
1. Client Work
(i)Remortgage and Transactional matters
•Dealing with all first-line telephone queries from borrowers, lenders, and other third parties
•Checking progress of matters using the case management system, advising on outstanding paperwork, timescales and redemption queries
•Dealing and resolving any complaints
•Recording file notes on the case management system
•Passing on clear instructions to Transactional and Remortgage case workers where required
(ii)Other duties
•Routine administrative tasks as instructed by the Head of department in liaison with the Customer Services Team Leader
2. Standards expected
•Achieve service standards set by clients and lenders under the guidance of the Head of the department
•Achieve call targets set by Customer Service Team leader
•Achieve standards set out in the Quality Manual, Work Instructions, Staff Manual and the Law Society’s Practice Management Standards
•Confidentiality and discretion
•Friendly and helpful approach in contact with clients, lenders and other parties.
3. Skills, qualifications and experience required
Essential:
•Excellent telephone manner
•Good listener
•Ability to meet tight deadlines and targets
•Fast and accurate data input skills
•Adaptable and flexible team player
•Good attention to detail
•Organised and can juggle multiple tasks
•Ability to remain calm whilst working under pressure
Desirable:
•Previous customer service experience
•Experience of working in a high volume environment.
•An understanding of the conveyancing process
4. Working hours:
35 hour week. Generally 9 am to 5 pm but occasionally may need to cover service hours 8.30 am to 8.30 working on a shift system. Occasional Saturday or Sunday working will also be required on a rota basis.
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