Customer Support Officer - Savings

A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you’re looking for an opportunity to grow in a friendly environment, we’re looking for you!

We’re flexible, inclusive, committed to your wellbeing and passionate about you reaching your potential. Let’s grow together …

Do you want to become part of Paragons new digital revolution? Do you want to become a subject matter expert in digital savings products and provide best in class customer service? If so, then this is the role for you.

You’ll be our customers first point of call and provide help and support to them through either calls, our in-app chat, or secured message service.

You'll spot patterns and identify potentially vulnerable customers, financial crime and bottle necks in processes. And refer customers to specialised areas where needed or raise ideas to fix problems quickly.

As a key member of a modern and intuitive Operational area, you will review data to continually update Policies & Procedures to provide an efficient and convenient self-service product for customers.

We’ll give you full training and support to help you provide a best-in-class customer service experience to our customers, throughout their whole journey with us.

• Assist and support in the development, design and functionality of the new agent portal which will be utilised to support all Paragon Digital Savings accounts
• Create and assist in the designing of the ‘Knowledge Base’, which will enable customers to predominantly self service their savings account through the app
• Become an SME (Subject Matter Expert) in the end-to-end Digital Savings accounts journey for both customers and employees
• Manage and provide support for customers for their digital savings account. This will include app management/support and transaction queries/monitoring for both front end and back-end functionality
• Support the implementation of the policy and procedures for this new product
• Provide an excellent customer experience through building rapport, listening, and communicating effectively with customers to truly understand their needs
• Deal with customer queries through calls, emails, secured messaging and chat bot technology
• Escalate calls from customers to ensure that complex queries and complaints are handled swiftly and effectively by making decisions on the correct course of action for an account
• Identifying potentially vulnerable customers, financial crime and bottle necks in processes, referring customers to specialised areas where needed. Communicate and provide accurate information in a timely manner
• Identifying new ways to improve the customer experience
• Perform all tasks within the agreed Operational Service levels

• Demonstrate excellent communication skills, ability to empathise, and challenge processes and work approaches appropriately
• Ability to use own initiative and work as an effective team member
• Ability / experience to identify and probe effectively where vulnerability / complaint or other underlying reasons are suspected
• Ability to recognize when to adapt communication style to suit the customer or colleague
• Problem analysis and problem solving with an attention to detail and accuracy
• IT aptitude and the ability to learn appropriate systems
• Adaptability and the ability to remain calm under pressure
• Ability to interpret/resolve and satisfy customer queries by using own initiative and tools supplied whilst working within mandate

Even if you don’t meet all the criteria, At Paragon, we…