Description

We know that passionate colleagues radiate enthusiasm and are empowered to deliver exceptional service to our clients and communities. Our dedicated teams put our clients at the heart of everything we do and put their time before our own and our Client Services team are at the very heart of this. We are excited about the opportunities and Monument’s purpose with our distinct personality coming through in our values and what, and how we communicate.

Our teams are as diverse as the client we serve, so we can truly understand and connect with them, and deliver what we say we will, every time. We work in an environment that encourages and enables every one of our colleagues to bring true selves to work.

Our client services representatives lead the way in delivering the worth our clients deserve. You will be engaging with our clients on a day-to-day basis supporting them in understanding what Monument can offer and how to get navigate to get the most from Monument and our community.

You’ll also be involved in assisting our operations team with various operational tasks for our savings and lending products.

This is a fast paced, busy role, ideal for those looking for a challenge and the chance to shape and grow in one of the UK’s newest banks.

At Monument we are forming our in-house development programme. Led by our client services specialists, every team member will be given all the skills to bring them up to speed on our systems, products, services and beyond so they can be a part of seeking opportunities and new ways of doing things to continuously enhance our client experience. It doesn’t just stop there, development is at the heart of who we are and our ongoing development support and programmes are being built around our teams, for our teams!

Our client services team will be available Monday to Sunday 08:00-22:00. Whilst the majority of your shifts will be during core hours (and the occasional weekends) you’ll need to be flexible to ensure we’re always on hand to help our clients during these times.

Key responsibilities

• Passionate about offering a concierge level of client service
• Excellent communication skills (written and verbal) – ability to build rapport with clients across all communication channels
• Tech savvy – able to navigate a broad range of internal systems and platforms, with full training and a willingness to learn
• Confidence in working independently and making decisions to appropriately escalate issues to management or other departments
• The ability to multitask, you'll be navigating different systems and processing information all while speaking with our clients
• A team player, someone who will support all colleagues and promote a positive environment & team spirit
• Motivated to keep learning and developing and seeking new opportunities
• A true passion to create and be a part of creating THE leading client service team
• Able to provide client information, manage client access, respond to enquiries, take ownership of the complex through to full resolution and deal with client complaints (although we hope we won’t get them)
• Experience of the principles of Treating Customers Fairly and the Conduct Rules for banks
• An understanding of FCA regulatory requirements, specifically in relation to Financial crime and the importance in a first line role
• Experience within a client services or customer service environment offering exceptional levels of client service
• Previous experience within Financial Services, ideally with detailed knowledge of savings and/or unregulated lending products (bridging, buy-to-let, commercial real estate)

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Our Values

Our culture and values align with our mission to truly understand and offer exceptional service to our clients.

The Monument team are all here because we are passionate about building so much more than a bank. We want to be renowned for giving people a service experience that leaves them in no doubt that we appreciate what their time and lives are worth.

We will be known for our integrity, attentiveness, sense of community and innovation. We build strong relationships through trust and a keen eye for detail. Our commitment and collaboration delivers an attentive and outstanding service offering. All combined with our community, both internal and external, our approach to diversity and our pursuit for innovation, we will help our clients and colleagues to do more and be more.

Together we are building something monumental.

If this sounds interesting, please send your CV via the Email us link below.