Customer Adviser/Personal Banker

About us

We are a bank focused on driving market leading customer service we can be proud of. We do this by putting the customer at the heart of everything we do, serving the communities in which we operate with the level of professionalism and friendliness that they expect and deserve. We are currently part of the RBS Group trading under the Royal Bank of Scotland brand in England and Wales and the NatWest brand in Scotland. Internally, we refer to ourselves as "Future Williams & Glyn Team".


The role

We have an exciting opportunity to join a well-established and friendly team in our branch Solihull as a Customer Adviser. This is a 12 months fixed term contract, full time opportunity for customer focused individual who is looking for a long term career in a banking industry. The role also offers an excellent reward package, including competitive salary and a generous holiday allowance.

Customers will come into our branches for many different reasons; some knowing exactly what they need and others seeking advice. In this role it will be your job to help them navigate all of the possibilities, in a simple, understandable and professional manner. That may mean you answering a straightforward question, or referring the customer onto a specialist colleague for more complex issues. If they walk out of the branch with all their questions answered and with a smile on their face, you'll have done your job.

Responsibilities:

• Explaining features of banking products and services and matching them with customers needs
  
• Looking after a portfolio of customers, focusing on growth and retention by establishing and implementing an appropriate contact strategy
  
• Conducting appointments with customers (e.g. customer reviews) to identify customer needs and priorities, linking these to the appropriate product or service and where applicable referring to the right specialist (e.g. Mortgage Adviser)
  
• Putting customers and their interests at the heart of all you do, ensuring quality, timeliness and an excellent customer experience, fully recognising the importance of forming deep and meaningful customer relationships
  
• Understand what 'Treating Customers' Fairly means to you and your customers and deliver fair outcomes for customers in every interaction
  
• Ensure that all complaints received are promptly resolved and reconcile
  
• Deliver great customer service through achievement of targets as outlined in the Branch Business Plan
  
• Keep up to date with key communications and changes to products and services by participating in training and briefing activities
  
• Adhere to the Group Policies and Procedures at all times
  
• Maintain full understanding of the regulatory environment both internal and external
  

About you

Essential

• Previous Banking and or sales based experience
  
• Understanding customers' needs and identifying their requirements
  
• Working to team goals and KPIs
  
• Interviewing customers and cross selling products
  
• Ability to make recommendations based on the customers' needs
  
• Ability to promote customer advocacy, building new and deepening existing relationships to assist with their financial requirements
  
• Team work - display a 'One Team' approach to working in teams within and across the business area
  
• Professional approach to daily work activities, maintaining high standards of personal conduct and appearance
  
• Technology skills e.g. basic PC skills (Word, Excel), ability to use ATMs and Digital Banking
  

Desirable

• Understanding of Bank's sales, service, and risk processes
  
• Working knowledge of relevant systems and making banking easy
  
• Branch banking processes and procedures e.g. cash & service
  

What you'll get in return

Upon joining the team, you will receive an attractive reward package plus the opportunity to participate in a bonus scheme linked to helping our customers and the success of the business
Generous holiday allocation of 33 days per year, made up of 25 days plus 8 bank holidays (pro rata for hours worked)
A flexible reward package designed to benefit you as an individual - including discount vouchers for popular high street stores, discounted protection products such as life assurance and private medical cover, as well as childcare vouchers and other attractive options.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you'll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.


Please note - closing date for applications is 28th February 2017