Grow with UTB

This is hybrid role working 8 hours (5 days per week covering Monday – Saturday) between 8am – 6pm, 3 days in the office (City of London location) and 2 days working from home.

Role Purpose: 

The administration of the deposit base of the bank through the lifecycle of a customer across all customer types; personal, business, ISA and charities. Offering exceptional service whilst living our company values.

Responsibilities: 

• Daily responsibilities of the bank within the Customer service team includes:
• Be the first point of contact for our customers by answering calls and messages
• Support line manager to ensure all calls are answered and the abandoned rate is minimal as per agreed SLA
• Action customer requests such as:
• new deposits both fixed and notice accounts, rollovers and repayments
• Guide and promote our customers to self serve using online banking
• Manage Bereavement calls with empathy
• Identify our vulnerable customers and update the system accordingly
• Log complaints
• Ensure Quality of work is to a high standard and any findings that have been identified are resolved in a timely manner
• Keeping customers records up to date at all times
• Provide an excellent level of customer service across all of our channels; Phone, Email, Secure Message & Letter writing
• The ability to multitask, servicing customers via multiple   contact channels and being flexible across teams when the need arises
• Have a curious mind set and look for ways to continuously improve our processes so that you are more efficient and productive
• Demonstrate sound understanding of the Bank’s products and services; articulating these to your customer in an engaging and confident manner.
• Inputting of daily transactions into the banking system
• Preparing and inputting daily transfers and payments
• Ad hoc work as required, both in relation to the duties mentioned above and otherwise

 Skills and Experience Sought:

• Excellent administrative skills
• Microsoft Office:  Word, Excel, Outlook
• Banking Systems (Including Online Banking)
• Highly numerate, Literate and IT literate
• Ability to deal with high volumes of work
• Good organisational skills
• Excellent telephone manner
• Attention to detail

UTB is a dynamic and expanding specialist bank that provides solutions to our customers and brokers, which help them achieve their ambitions. Recognised as being one of the most dependable and well-respected Specialist Banks in the UK, we were delighted to see our balance sheet exceed the £2bn mark in 2022.

Exceptional customer service and the ability to provide rewarding deposits accounts and flexible lending solutions have helped us to develop productive and enduring relationships with our customers. We understand that their success is our success and that the quality of our people and teams, is key to delivering special outcomes for them.

We also understand that the performance of our people is directly linked to the culture in which they work. There is a strong sense of community at UTB and as well as promoting a clear set of internal values, and providing a wealth of facilities for training, personal development, and team building, we run a busy and varied calendar of engagement and social activity. Typical recent examples include: Pizza Lunch Days and Coffee Catch-ups; London Marathon and Sahara Challenge Sponsorships; Success Sharing and Value Awards; and Awesome Autumn social events ranging from Theatre Trips, Cocktail Mixology, and Cookery Classes, to Go-karting, Mini Golf and Clay pigeon shooting.

• competitive salary and discretionary bonus scheme
• matched pension contributions up to 7%
• 26 days annual leave plus two wellbeing days and opportunity to purchase additional holiday
• flexible and hybrid working
• private medical insurance via Vitality
• life, income protection and critical illness insurance
• enhanced family leave pay
• extensive learning and personal development opportunities
• electric car scheme and cycle to work scheme
• season ticket loan
• wellbeing support – discounted gym membership, employee assistance programme, 24/7 private GP access for staff and their immediate family (online), 1:1 key life stage coaching

Thank you for your interest in our current vacancy. Please click the link below to complete your online application.

Click here to apply >