Customer Engagement Administrator

Date Posted: 09/08/2022

Location: Aberdeen

Job Description

Position Type: Full time / Permanent

Aberdein Considine are looking for Customer Engagement Administrators to manage and support all aspects of customer engagement throughout the life of a conveyancing transaction. 

The Key Responsibilities of the role will include:

  • Contacting customers on behalf of Lender clients to deal with queries by telephone and email in relation to a remortgage transaction
  • Using assertive and detailed fact finding to fully understand customer circumstances and needs
  • Conducting an assessment of the case to fully understand customer’s circumstances to ensure we provide the best outcome for customers
  • Adhere to company policies and procedures, demonstrating good customer service when dealing with Inbound and Outbound calls with customers, clients and Third Parties.
  • Maintaining Internal and client SLA’s
  • A good understanding of client scorecards and how they impact on the overall performance
  • Complete compliance modules and when assigned to ensure up to date knowledge of regulation and code of conduct
  • Through questioning identify key information from customers and gather the appropriate information in order that the most appropriate solution can be reached by the firm and the clients.
  • Treat all customers fairly, professionally and within legislation
  • Record customer complaints where identified with the relevant information and in line with the complaints procedure
  • Follow all internal processes and procedures
  • Work effectively as part of a team and support each other as and when required
  • Ensuring LSPG processes and procedures are adhered to at all times

Requirements

SKILLS AND EXPERIENCE 

  • Previous experience within the Financial Services sector or a regulated environment is advantageous
  • Working knowledge and understanding of mortgages and conveyancing is desired
  • Ability to take ownership and manage own work through to conclusion, escalating issues as appropriate
  • Computer Literate
  • Excellent Telephone Manner
  • Questioning and Negotiation skills
  • Attention to detail and accuracy of work
  • Ability to work well within a team and on their own initiative
  • Enthusiastic – can do, will do approach
  • Passionate about the delivery of exceptional customer service and the need to treat customers fairly
  • Proactive problem-solving skills and the judgement to make evidence-based decisions
ABOUT US

Aberdein Considine is an award-winning law firm and this is a great opportunity to work in an innovative, challenging and rewarding work environment. We offer flexible and blended working in a progressive and supportive environment. In return for your hard work, you will be paid a competitive salary, receive an excellent benefits package and be part of a generous incentive and bonus scheme.


How Do I Apply?

Online: Application Form

Download: Application Form

E-mail: recruitment@acandco.com

Mail: Human Resources Department
Aberdein Considine
5 - 9 Bon-Accord Crescent
Aberdeen
AB11 6DN