Senior Personal Banker

Senior Personal Banker

Location: Birmingham (B4) , Birmingham View map Salary: Upto 24,000 per annum (depending on skills and experience) Date posted: 25/05/2012 11:44 Job type:Permanent Company: WESLEYAN ASSURANCE SOCIETY Contact: Caroline Thompson Ref: Totaljobs Job ID: 53695051

Senior Personal Banker
Head Office, Birmingham
Permanent
Salary: Up to 24,000 per annum (depending on skills and experience)

Job Purpose

To provide support to the management in the organisation and ongoing development of the servicing arrangements for customers. To provide a high quality, professional and efficient service to customers by dealing with their enquiries within agreed standards of turnaround and quality. To ensure customer account details are both accurate and up to date and that comprehensive records of customer contact are maintained. To ensure that all aspects of the accounting and reconciliation arrangements with Third Parties are maintained in a satisfactory manner and in accordance with agreed internal and external standards. To look for opportunities for improving the quality and cost effectiveness of services to customers and other customer contact departments. To supervise daily work ensuring team service level agreements are achieved.

Areas of Responsibility

Assist management in the organisation of the daily workflow, including the allocation of resources. Dealing with the day to day problems as they arise ensuring management are kept adequately informed of events. Check daily workflow to ensure quality is maintained and deadlines are met. Assist management in the training and development of personal bankers to ensure they meet the required standard of competency. To answer incoming calls/correspondence from customers in a competent and professional manner within agreed service standards, ensuring customer confidentiality and banking secrecy is maintained. Liaising with team members/management and customer service teams in order to solve any difficult problems/queries. Review the administration and amendment of customer records as necessary to ensure the Banks static data is always accurate and up to date. Ensuring customer correspondence files are accurate and complete. Review the financial entries over customers accounts, ensuring input is accurate and complete and complies with the banks procedures Oversee the computer processing of the banks daily inward clearing, Start & End of Day procedures. Requiring a detailed understanding of the system standards and procedures together with associated security. Professionally guide applicants through the Person Loan application process up to the completion stage. To carry out an Experian Credit Search on applications (where required) in order to assess their credit status. Analyse and present the customer information to Management for authorisation. Monitor default /arrears on customer records to minimize losses and to present the findings to Management. To discuss default/arrears with customers within regulatory guidelines. Liaise with 3rd party agencies to recover debts as appropriate. Develop and maintain good working relationships with colleagues, other departments and the sales force. Contribute to the goal of continually improving the quality and volume of work processed. Preparation and provision of statistical information as required from time-to-time. Undertaking special projects as directed by management.

SKILLS

Essential

Proven track record of supervising, training and coaching team members. Ability to identify current and future sales opportunities adapting to meet customers needs. Ability to contact prospects in support of marketing activity, to promote the organization and generate leads. Ability to understand the lifestyle and financial standing of the professional affinity groups and to engage in detailed discussion around the most appropriate products and services. Willingness to challenge the status quo and to propose changes to existing operational and customer serving procedures. Well developed communication skills, both verbal and written, ability to engage in detailed discussion about all the products and services offered by the Bank, with both new and existing customer. High level of interpersonal skills, able to command respect and confidence of internal and external customers. Presents a professional image to customers when communicating both in writing and verbally. Leads by example for both professionalism and dedication. Understands the importance of team working, pro-active in building and developing relationships. Able to work with others to meet team goals and objectives. The ability to demonstrate motivational skills, plan, prioritise and organise work and workflow. Promotes shared learning and demonstrates the ability to prepare and deliver training sessions. Demonstrates coaching and mentoring abilities with an understanding of development plans and is actively involved in the production of their own development plan. Displays a pro-active approach to personal development. Displays capacity to absorb and analyse information, excellent numerical skills and PC capability with the ability to use/develop spreadsheets/word processing packages. A flexible and pro-active approach to work and changing business priorities. Ability to work under pressure to tight deadlines, with a strong focus on achieving results. Accepts responsibility for maintaining good working practices, bringing errors to the attention of the line manager.

Desireable

Detailed knowledge of all Wesleyan Bank Products with a full understanding of the regulations and procedures relating to the operations of those products. Jobholder will be required to successfully complete the Product Knowledge and Skills competency modules for the role. Strong working knowledge of administrative systems involved in processing and servicing all business. Detailed knowledge of Society products. Jobholder will be expected to work towards the completion of the FPC qualifications.

QUALIFICATIONS

A good standard of general education, to A level standard or equivalent. Jobholder will be expected to have proven experience in a banking environment (preferably retail banking) and good understanding of general banking procedures and regulations in a supervisory role.

Closing date: 8 June 2012