Job Description

Customer Support Team Member (Hybrid Role)Who are WeWorking for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for customer service excellence.With our personal and caring approach, we have been helping generations of local people to save and become homeowners. Supported by a strong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland.As a nurturing employer, we believe in supporting staff brings their whole selves to work in an inclusive environment where diverse needs are recognised and respected.If you are seeking the opportunity of blended home and office working in an exciting new role then we would love to hear from you. Upon successful completion of your training/probation period, we can offer you 2 days in the office with the remainder in the office or at home at your discretion.About the roleThis role will involve working in our Mortgage Support Services Team. Mortgage Accounts help and assist customers with queries regarding the management of their mortgage accounts. This includes redemptions, capital repayments, changes to accounts and payments, direct debit and administrative duties.Within our Savings team you will assist customers and our branch teams with queries regarding the management of savings accounts. This work includes savings statement, maturing bonds, ISA transfers, setting up new accounts and various other savings administration duties.You will be dealing regularly with customer enquiries, solicitors, insurance providers, mortgage brokers and working closely with our branch teams and management, through multi-channel communication. This role will provide ongoing customer support service to our customers who engage through our online mortgage and Savings portals.You'll be applying your customer service expertise when providing customer support, through carrying out our day-to-day processes in our Mortgage Accounts team and providing assistance in our Customer Support Team.You will be dealing regularly with customer queries and solicitors, working closely with our branch teams and management through multi-channel communication.You will be applying your customer service specialism when providing customer support, offering solutions to our customers.Key Duties:To work within the Society's Mortgage & Savings Accounts Team to provide an excellent service to customers wishing to make changes to their accounts, redemptions, capital repayments, direct debit set up, product set up, processing forbearance arrangements, monitoring savings and mortgage accounts, mortgage and savings statements, and various other administrative duties;In addition to this the job role involves providing excellent customer support through communication with our customers, processing and administration of service requests;Processing new and existing savings accounts received from customers and branches, deceased customer procedures, various savings accounts enquiries, including regular reporting ISA transfers and administration;The role will involve dealing regularly with customer enquiries, solicitors, insurance providers, mortgage brokers and working closely with our branch teams and management, through multi-channel communication. The role will provide ongoing customer support service to our customers who engage through our online portal.What's on offer?Competitive salaryHybrid working modelAnnual KPI Bonus SchemeExcellent pension with up to 20% employer pension contributionLife Assurance SchemeGroup Income ProtectionHealth cash plan for money back on dental, optical costs etcGenerous holidays - 25 days plus up to 12 Bank HolidaysHoliday purchase schemeOpportunity to gain great exposure in supportive environmentExcellent training and volunteering opportunitiesAs part of our recruitment process, successful applicants will be subject to our pre-employment checks. These include credit checks and criminal record checks (Access NI basic check through a responsible body).About the companyFirst and foremost, Progressive is a local organisation for local people. Founded in 1914, we put you at the heart of everything we do. We're a building society rather than a bank, so you can count on us to always put our customers' needs first.Required Criteria

• Excellent interpersonal and communication skills with the ability to build effective relationships and engage with key stakeholders
• High degree of accuracy of data input and attention to detail
• 2 year's customer service experience
• Strong MS Office and IT skills
• 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths

• Previous experience working in a financial environment
• Telephony experience

• Answering Customer Questions
• Establishing Rapport With Clients
• Ability to Use Positive Language
• Data Entry and Basic Computer Skills
• Ability to Identify and Anticipate needs

Progressive Building Society