Specialist Banking Agent

Job Overview-

The Specialist Banking team are designed to support our vulnerable customers with their banking needs in an empathetic, friendly and inclusive approach across multiple different channels. Our customers may be experiencing a range of different vulnerabilities including life events, short and long‑term health conditions which may require additional navigation and compassion to provide both internal and external support to the customer.

Each call will present a unique situation, and you need to be a confident communicator, an exceptional listener and a proven problem solver with an appreciation of the issues people can face in their daily lives to deliver a deeply personalised service and a solution for their banking needs and any additional support that they may require.

You will need to have the ability review each case and use your autonomy, alongside procedures, to make a sound decision considering impact to the bank and to the customer

This is a very rewarding role with the opportunity to make a huge difference to our customers. Alongside the chance to further enhance your own skills and knowledge to support your career development.

• Handle customer queries through their channel of choice including inbound/outbound calls, Chat and FVQ memos.
• Support and manage queries directly from our vulnerable and potentially vulnerable customers or through escalation from frontline colleagues, for customers with more complex needs.
• Tailor your approach to meet the customer’s bespoke needs and having the opportunity to become a specialist in certain vulnerabilities.
• Always treat customers fairly and put them at the heart of all that you do by listening to them and asking appropriate questions to build a full understanding of their circumstances and tailoring a solution or taking actions which will deliver good outcomes every time.
• Take ownership to recognise and explore the specific needs of the customer, using a variety of internal and external tools offering tailored solutions, whilst using sound judgement, risk and decision‑making skills to do the right thing delivering the best possible outcomes.
• Be confident, outgoing, and resilient and able to quickly establish rapport with our customers to build lasting and trusting relationships.
• Have the ability to persevere in challenging situations, being able to work independently and as part of a team.
• Act with integrity, offering solutions and communications and be confident in making decisions outside of policy and procedures.
• Understand that a vulnerable customer is defined as someone who due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.
• Educate and provide individual case support to other business areas ensuring all stakeholders maintain consistently high standards in delivering the right outcomes for our vulnerable customers. Through exceptional communication, emotional intelligence, and PUBLIC judgement, they will put the human heart into everything they do delivering a truly exceptional and intuitive customer experience.

• Excellent communication and negotiation skills with the ability to connect with our customers to fully understand their needs.
• The resilience and confidence to manage challenging conversations by displaying patience and empathy, whilst monitoring the well‑being of the customer. The ability to make balanced and risk‑based decisions to ensure good outcomes for your customers.
• The ability to solve practical problems, ask questions, and collect information to provide customer‑centric solutions.
• A high level of self‑motivation and a positive attitude as well as the confidence to act with courageous integrity, providing support and solutions that may fall outside of policy and procedural adherence.
• The skills to use multiple systems to explore and meet your customer’s needs and bespoke requirements.
• Must be competent to handle a set of core skills required for the role which include all core banking enquiries. Personal Banking / Contact Centre experience is desirable.

We are a flexible department that is open to supporting our colleagues with a good work/life balance. Our full‑time colleagues will be required to cover the operating window of 08.00 – 20.00pm Monday to Sunday. Key Time colleagues will be expected to commit to 28 hours within the operating window and accommodate shifts which have a balance of early shifts and late shifts and weekend working.

This role is being offered on a hybrid capacity meaning you will split your working week between an office and home.

Expectation of 60% of hours should be office based. Office can be based on any of the following locations:
Sheffield, Leeds, Swansea, Maxim Park.