Senior Customer Assistant
£18,000 with a Saturday Allowance of £1,350 (minimum requirement of 26 Saturdays p/a) Department: GilesSmith Group Ltd Reporting to: Managing Director/Branch Manager
Chichester & Littlehampton About GilesSmith Group Ltd & OneSavings Bank plc GilesSmith Group acts as Branch Agents for KentReliance which trades under the Retail Savings arm of KentReliance. Established in 2006, GilesSmith has grown to become a reputable firm holding dear to the values of openness, honesty and integrity. OneSavings Bank plc floated on the London Stock Exchange main market on 5 June 2014. The Group, which is headquartered in Chatham, Kent, is a specialist lending and retail savings group serving the UK, Jersey and Guernsey, and is authorised by the PRA, part of the Bank of England, and regulated by the FCA. The Group focuses its specialist lending activities on selected sub-sectors of the lending market in which it has an established presence and expertise. The Group's specialist segments include Residential and Buy-to-Let/SME Mortgages. The Group's other specialist segment is Personal Loans. The Group originates almost all of its organic lending through specialist intermediaries. OneSavings Bank lends through the Kent Reliance and associated Channel Islands brands, InterBay Commercial, Prestige Finance and Reliance Property Loans brands. The Group is predominantly funded by retail savings originated through online and direct channels, as well as through a Kent Reliance branded network of six branches and three third party-operated agencies in the South East of England. The majority of the Group's administrative support functions are performed by its wholly owned operations in Bangalore, India. Job Purpose The purpose of the role as Senior Customer Assistant is to proactively promote the products and services of KentReliance. The core purpose is to help and assist customers wishing to open a KentReliance savings account, whilst ensuring this is done so by meeting all anti-money laundering requirements, along with other compliance and regulatory factors. Partnering with and proactively supporting the Branch Manager and Customer Service Manager in ensuring the smooth running of the Branch Agency in respect of all required customer service standards, customer experience, compliance, risk, operational and Branch processes. The individual will be responsible for supporting both the Branch and Customer Service Manager in maintaining a positive, proactive and customer focussed environment, ensuring that all colleagues deliver a high degree of accuracy whilst administering processes and deepening relationships with new and existing customers via the promotion of KentReliance products and services. Responsibilities To help and assist customer wishing to open a KentReliance savings account. To ensure all Anti-Money Laundering requirements are met in full, along with compliance and required regulatory requirements. Embrace, proactively communicates and drives forward the firm's goals and objectives as documented within the firms Strategy Circle. Provide a 'World Class' customer service and drives positive customer outcomes when using and/or communicating with our Branches. Proactivity promote the use of iPad Stations and Service Tick to achieve a minimum of 30 responses consistently each month during any calendar year with a minimum of 50% responses providing worded feedback. Strive towards no complaints being registered and any redress being paid by OneSavings Bank due to our own or staff omissions. Deal with all complex enquiries or situations which have the potential to escalate into a complaint. Completion and strict adherence to Tier 1 of the firms Compliance & Control Framework with the monthly completion and reporting of all required OneSavings Bank Branch Audit requirements. Support the Branch Manager to the adherence, completion and provided evidence to Tier 2 of the firms Compliance & Control Framework. Consistently achieve a 'Green' score in all Key Risk Indicators (KRI's) achieving an error rate of no more than 0.25% for Finance Errors, 95% and above for Penalties not applied, 95% and above for Branch Application Errors and 98% and above for Nominated errors. Manage and call back all messages left on the Branch answer phone. Complete effectively a four eyed check on all Real Time Instructions for ISA Transfers. Check all outgoing postal correspondence completed by the Customer Service Manager and any other staff member to ensure this is being sent to the correct address and to the appropriate customer. Ensure the Branch opening, and closure procedures are always followed in full. Provide cover to both the Counter and Sales Desk as business needs dictate at both Littlehampton and Chichester. Direct any form of communication received from OneSavings Bank to either the Branch Manager or Directors which does not form part of the daily activities within the Branch. Always ensure that you comply with all the firm's own local and OneSavings Bank's policies and procedures. Requirements C grade at GCSE in both English and maths (or equivalent). Some Financial service or Banking experience. Substantial retail or customer facing experience. This role may change and evolve over time and any changes will be communicated as necessary. In order to continue your application, please click 'Apply' below.