Customer Retention Officer - Cardiff, United Kingdom - Julian Hodge Bank

Julian Hodge Bank
Julian Hodge Bank
Verified Company
Cardiff, United Kingdom

4 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Do you want to be part of a force for good, helping to make life better for customers & society in the moments that matter? At Hodge, we put people at the heart of our business and that means our customers, colleagues and communities. Hodge is a Welsh financial service provider that focus on commercial lending, and specialist residential mortgage markets.

This will be a key temporary role within the Mortgages department.

Your role is to support our retention team members to help deliver low effort customer experiences and play a key role in ensuring that by design, our processes create low effort.

You will be a role model and mentor to our team, taking on queries where necessary and providing coaching and feedback to your colleagues to ensure that they can handle these tasks in the future.

Working closely with the retention manager.


Essential experience:


  • Substantial experience in a similar role within financial services
  • Good knowledge of mortgage market and the regulatory environment

In return we offer:


  • Salary: £28,350
  • 12 months Fixed-Term Contract

Key responsibilities will include:


  • Monitoring our retention and redemption rates.
  • Providing exceptional customer service that leads to customer loyalty and referrals
  • Action rate switch from end to end/ prepare an Offer & KFI/ESIS.
  • Recognise, recommend and where appropriate implement improvements to retention process and procedures, to ensure retention targets and business competitiveness are maintained.
  • Continue to develop self and role by studying relevant training materials and product information
  • Manage and map the customer journey to deliver growth and retention of customers.
  • Proactively make warm calls on the telephone with an existing adviser to promote existing customer rate switches.
  • Maintaining a high level of finance product knowledge
  • Continually track and analyse key indicators of customer satisfaction to improve services throughout the customer lifecycle
  • Ensure that all systemsbased records are correctly maintained and management information in produced in a timely manner.
  • Continue to develop self and role by studying relevant training materials and product information
.

  • Ensure that all systemsbased records are correctly maintained and management information in produced in a timely manner.
  • Play an active role in supporting and providing the technical knowledge to the retention team
  • The role will require you to spend time supporting the calls/queries/documents into the Retention team to cover peak times where you will be required to model the behaviours you would wish to see across the wider team.
  • You will work with your colleagues to reduce any complaints originating from your team, by providing training, coaching and feedback on how to avoid these errors in the future. Where needed, you should take on complex tasks and manage these through to resolution for the team.
  • Report PSD quarterly for the FCA along with retention dashboard/weekly stats
  • Attends regular team meetings across front facing staff with updates and training
  • Deals with the complex queries, breach of T&C's customers/Arears/financial difficulties, will cross over with other teams.
  • ESG and sustainability are at the heart of everything we do and serves as a reminder of the responsibility we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely. We're currently exploring different certifications available and have done an initial review of how we think we'd fare, as we see this as a real opportunity for Hodge given our social purpose._
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