Supervisor, Customer Service

Your responsibilities will include:

• utilises knowledge, based on experience and policies, to assess business requests and applications, referring, whenever necessary
• assists with ATM Management and back-office duties to ensure exceptional service delivery and utilisation of cross-selling opportunities
• responsible for the supervision of the Customer Service team, ensuring personal and team’s compliance with all regulatory and internal policies, and that risks are identified and mitigated
• overseeing the prompt, professional and accurate handling of support staff with respect to reviewing compliance documents, and new account applications prior to submission to the Halifax team
• assists with reviewing and responding to queries sent via general mailbox
• must be able to competently and accurately manage operational tasks whilst still providing timely and reasoned guidance to junior staff
• assisting with overseeing the operations of the front line staff, with a key focus on the Customer Service Representatives, and their interaction with clients. Motivating team members to ensure that they expediently, accurately, and professionally process clients’ transactions
• vigilantly ensures the strict adherence to the Group Financial Crime Minimum Standards Policy (“Policy”), including the forms that are used, the timeline of completed packages for final review, and the clear, legible, and tidy end-product of all applications
• assists with queries received over the counter and at the telephone, with referrals only when assistance is required.

About the team

At Butterfield, our Personal Banking team takes the time to get to know each individual customer and fully understand their financial needs. The team offers a variety of products from chequing and saving accounts, to mortgages and personal loans, along with foreign exchange and more. At Butterfield it is our team’s professional approach and core values that allow us to deliver our distinct service to our customers.

Your qualifications and skills include:

• at least five years banking experience, with a minimum of three years in a Senior Customer Service Representative position
• highly motivated, enthusiastic (with a positive attitude) and must be proactive in owning and resolving problems
• excellent interpersonal skills and very customer-service focused
• very good command of the English language, both orally and written
• proficient in Microsoft Word, Excel and PowerPoint in order to record, track, and effectively/efficiently report on sales and marketing efforts
• highly organised with the ability work independently, and handle high volumes of work. Must be flexible and able to multi-task in a relatively calm and professional manner
• good leadership skills; with the ability to effectively supervise/coach and develop the team, and assist the department to meet the overall strategies of the organisation.