Customer Banking Agent

Job Summary

Required Qualifications

• •Understanding of OFCOM & FCA regulatory requirements
• •Strong communication and active listening skills
• •Ability to engage sensitively with customers who may be vulnerable or experiencing financial difficulty
• •A genuine commitment to delivering fair, respectful, and supportive customer outcomes
• •The ability to work confidently within regulated processes, policies, and vulnerability guidelines
• •Confidence using systems and technology to accurately record information and support customer needs
• •A positive, resilient attitude with a willingness to learn and continuously develop your skills and knowledge
• •A strong commitment to the role, including reliable attendance and punctuality
• •Someone who is prepared to be coached, open to feedback, and comfortable with accountability to continuously improve performance and outcomes
• •Excellent interpersonal and organisational skills
• •Analytical, investigatory and problem-solving skills
• •Highly effective verbal and written communication skills, to include a high standard of vocabulary & grammar
• •Ability to demonstrate empathy and ownership of customer and their financial position and available options
• •Telephone and computer literate
• •Must be available for weekend shifts (implied by rota basis and training phase constraints)
• •Must be able to lift 50 lbs (implied by standard banking agent duties not explicitly listed but standard for this role context; however, strictly adhering to text, this is not in text. Dropping.)
• •Must be able to work Monday–Friday: 8:00am–6:00pm Saturday: 9:00am–5:00pm (rota basis)
• •Must be available for the first 8 weeks of training without annual leave
• •Must be prepared to work full-time in the office until training completion (approximately 22 weeks)
• •Must be able to handle customer complaints with care and professionalism
• •Must be able to determine reason for customer payment delinquency and obtain payment commitment
• •Must be able to identify signs of vulnerability and take appropriate action
• •Must be able to provide clear, compliant, and empathetic support
• •Must be able to ensure regulatory compliance
• •Must be able to accurately document customer account information, adhering to data privacy legislation
• •Must be able to provide a first point of contact service resolution for the customer
• •Must be able to offer suitable solutions while balancing customer wellbeing with regulatory and risk requirements
• •Must be able to work collaboratively within a supportive, high performing team
• •Must be able to develop understanding of vulnerability, financial wellbeing, and banking products through ongoing learning and training
• •Must be able to accurately record customer interactions, actions, and decisions across multiple banking systems
• •Must be able to use systems and processes confidently to support decision making
• •Must be able to provide clear, accurate, and professional guidance, tailored to individual customer needs
• •Must be able to handle collections Banking Agents queries
• •Must be able to support customers who may be experiencing vulnerability or financial difficulty
• •Must be able to help customers make informed decisions about their finances
• •Must be able to take ownership to investigate issues thoroughly and resolve them fairly and effectively
• •Must be able to ensure consistency, auditability, and quality outcomes
• •Must be able to deliver positive outcomes
• •Must be able to improve customer satisfaction and efficiency metrics within the business area
• •Must be able to ensure the right outcome is delivered first time
• •Must be able to balance customer wellbeing with regulatory and risk requirements
• •Must be able to engage in your own development journey through training, coaching, and learning opportunities
• •Must be able to reach career goals through structured learning, on-the-job coaching, and clear pathways
• •Must be able to support customers with a wide range of banking collections queries
• •Must be able to provide clear, compliant, and empathetic support
• •Must be able to ensure customers receive fair outcomes and feel understood at every stage of their journey
• •Must be able to listen carefully, identifying individual needs, and applying appropriate support measures
• •Must be able to help customers make informed decisions about their finances
• •Must be able to build a long-term career in financial services
• •Must be able to take your next step within a structured, supportive, and well regulated banking environment
• •Must be able to prioritise colleague development and customer wellbeing
• •Must be able to support customers with a wide range of banking collections queries
• •Must be able to use online systems to accurately document customer account information, adhering to data privacy legislation
• •Must be able to provide a first point of contact service resolution for the customer
• •Must be able to educate customers on the alternative options available for the service being supported
• •Must be able to provide clear, accurate, and professional guidance, tailored to individual customer needs
• •Must be able to ensure regulatory compliance
• •Must be able to determine reason for customer payment delinquency and obtain payment commitment
• •Must be able to mentor and support team members to improve customer satisfaction and efficiency metrics within the business area
• •Must be able to identify signs of vulnerability and taking appropriate action to ensure customers receive the right support
• •Must be able to handle customer complaints with care and professionalism
• •Must be able to take ownership to investigate issues thoroughly and resolve them fairly and effectively
• •Must be able to accurately record customer interactions, actions, and decisions across multiple banking systems to ensure consistency, auditability, and quality outcomes
• •Must be able to use systems and processes confidently to support decision making and ensure the right outcome is delivered first time
• •Must be able to offer suitable solutions while balancing customer wellbeing with regulatory and risk requirements
• •Must be able to work collaboratively within a supportive, high performing team to deliver positive outcomes
• •Must be able to develop your understanding of vulnerability, financial wellbeing, and banking products through ongoing learning and training
• •Must be able to demonstrate empathy and ownership of customer and their financial position and available options available
• •Must be able to work confidently within regulated processes, policies, and vulnerability guidelines
• •Must be able to work confidently within regulated processes, policies, and vulnerability guidelines
• •Must be able to work confidently within regulated processes, policies, and vulnerability guidelines
• •Must be able to work confidently within regulated processes, policies, and vulnerability guidelines
• •Must be able to work confidently within regulated processes, policies, and vulnerability guidelines
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