Pre Litigation Administrator

Last updated an hour ago
Location:Cheshire West and Chester
Job Type:Full Time

End Date

Monday 13 July 2020

Salary Range

£18,783 - £20,870

We support agile working – click here for more information on agile working options.

Agile Working Options

Flexible / Variable Hours

Job Description Summary

Colleagues must demonstrate the ability to undertake a meaningful conversation with our customers through customer centric activities to facilitate fair customer outcomes.
Build a good rapport with our customers to deepen/develop the customer relationship, and look out for customer vulnerability.
Conduct customer interactions, ensuring a full understanding of individual customer circumstances and using considered judgement and decision making skills to propose a fair solution.
Make decisions considering risk to the bank and impact to the customer with guidance & advice where required.
Handle customer calls in an efficient and effective manner providing the highest level of customer service by aiming to meet the needs of our customers and LBG, working within the T&C Framework and reduce the number of customer complaints.
Respond efficiently to a range of customer enquiries ensuring that information provided is clearly understood and escalating issues where appropriate.
Identify and take appropriate action with customer complaints.
Ensure processes are completed to the highest standard, challenging and escalating when process/policies cause any unintended consequences to both the customer and/or the bank.
Access and navigate the relevant LBG systems to review and propose the customer options.
Focus on excellent customer service whilst delivering against defined business objectives.
Ensure all details entered onto the system are accurate and meet the required quality standards.
Ensure all legislative regulatory requirements are adhered to through compliance, training, competency scheme & business standards.
Identify & suggest improvements to new & existing processes, procedures & systems .
Positive attitude to change, and develop own skills to meet the changing customer, business and financial environmental needs.

Job Description

  • Customer Service:
Interaction with customer is focused on achieving a fair, responsible, suitable & sustainable. Uses judgement and sound understanding of customer circumstances to help customers repay arrears by proposing affordable and sustainable solutions. Seeks ways to build relationships in the view of achieving a fair customer outcome. Creates a consistently positive customer experience in a challenging environment.
  • Customer Service:
Interaction with customer is focused on achieving a fair, responsible, suitable & sustainable outcome. Uses judgement and sound understanding of customer circumstances to help customers repay arrears by proposing affordable and sustainable solutions. Seeks ways to build relationships in the view of achieving a fair customer outcome. Creates a consistently positive customer experience in a challenging environment.
  • Analytical Skills:
Gathers necessary facts & figures identifying patterns, trends and relationships in the data. Use numerical skills to calculate suitable payment arrangements, where appropriate.
  • Decision Making:
Selects the fairest course of action for the customer within regulatory parameters based on the available information and accepts personal responsibility for the outcome.
  • Communication Skills:
Good verbal & written communication skills, the ability to listen, understand and where appropriate influence customer outcomes.
  • Compliance:
Ensure activity complies with relevant LBG policy and regulatory requirements. Escalate matters where application of current policy or local processes would not deliver a fair customer outcome.
  • Continuous Development
: Driven and enthusiastic, taking specific tasks and seeing these through to completion. You need resilience and confidence in your own ability. Works co-operatively openly exchanging information and supporting colleagues to achieve business goals.
  • Adapting to Change and Uncertainty:
Adapt to Change and Uncertainty, improve personal effectiveness in response to changes at work by identifying new learning and self development opportunities that arise from the change and working towards them.ainable outcome. Uses judgement and sound understanding of customer circumstances to help customers repay arrears by proposing affordable and sustainable solutions. Seeks ways to build relationships in the view of achieving a fair customer outcome. Creates a consistently positive customer experience in a challenging environment.
  • Analytical Skills:
Gathers necessary facts & figures identifying patterns, trends and relationships in the data. Use numerical skills to calculate suitable payment arrangements, where appropriate.
  • Decision Making:
Selects the fairest course of action for the customer within regulatory parameters based on the available information and accepts personal responsibility for the outcome.
  • Communication Skills:
Good verbal & written communication skills, the ability to listen, understand and where appropriate influence customer outcomes.
  • Compliance:
Ensure activity complies with relevant LBG policy and regulatory requirements. Escalate matters where application of current policy or local processes would not deliver a fair customer outcome.
  • Continuous Development
: Driven and enthusiastic, taking specific tasks and seeing these through to completion. You need resilience and confidence in your own ability. Works co-operatively openly exchanging information and supporting colleagues to achieve business goals.
  • Adapting to Change and Uncertainty:
Adapt to Change and Uncertainty, improve personal effectiveness in response to changes at work by identifying new learning and self development opportunities that arise from the change and working towards them.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.