Customer Service - Senior Personal Banker
On-siteEdinburgh, Scotland, United Kingdom
Job Summary
Meet and support customers face to face in the branch, conducting Financial Health checks and reviewing accounts to identify suitable products for mortgages, private banking, and protection. Act as a trusted expert by completing outbound care calls to grow and maintain relationships while promoting digital services to simplify their banking experience. Collaborate with the branch team to coach on acquiring and retaining quality customer relationships through regular virtual and face-to-face interactions. Join a competitive salary of £28,475 pro rata for flexible shifts between 8am and 8pm, including some bank holidays, with access to a training programme leading to the Professional Bankers Certificate.
Required Qualifications
- Experience of working in a customer service environment
- The ability to thrive under pressure
- The ability to work with and coach the branch team
- The ability to build rapport and trust with customers
- Excellent communication and interpersonal skills
- Excellent planning and organisational skills
- Flexibility in terms of shifts and hours
- Hours between 8am and 8pm
- Inclusion of some bank holidays
Desired Qualifications
- Passion for delivering excellent customer service
- Motivation and drive to develop your own career
- Motivation to meet branch and personal goals
- A genuine interest in building relationships
- Ability to simplify and enhance banking experience
- Knowledge of home buying and protection
- Knowledge of mortgages
- Knowledge of private banking
- Knowledge of business banking
- Knowledge of protection products
- Experience with outbound care calls
- Experience with Financial Health checks
- Experience with reviewing customer accounts
- Experience with identifying products and services
- Experience with growing and maintaining relationships
- Experience with face to face interactions
- Experience with virtual environments
- Experience with making customers fully informed
- Experience with making the most of money and savings
- Experience with taking the stress out of banking
- Experience with improving standards for customers
- Experience with making lives easier
- Experience with achieving customer satisfaction
- Experience with acquiring, growing and retaining quality customer relationships
- Experience with providing the right options for circumstances
- Experience with delivering a banking service beyond expectations
- Experience with lots of variety
- Experience with proactively supporting customers
- Experience with helping customers realise full benefits
- Experience with helping customers with complex financial needs
- Experience with helping customers make decisions
- Experience with acting as a trusted expert
- Experience with providing knowledge
- Experience with achieving Professional Bankers Certificate
- Experience with full training and development programme
- Experience with competitive salary
- Experience with flexible reward programme
- Experience with generous holiday entitlement
- Experience with monthly contribution to retirement fund
- Experience with Natwest Group Benefits
- Experience with healthcare benefits
- Experience with lifestyle benefits
- Experience with protection benefits
- Experience with office working pattern
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