Customer Support Manager
CR2
Manchester/Home working
The role:
As a Customer Support Manager you will are an ambassador for the Co-operative Bank and all that we stand for, providing a first class service to new and existing customers, supporting their lending requirements. You’ll also manage key stakeholders such as external organisations e.g. FSB and internally through linking with local branches. The focus of the role will be supporting our Relationship Managers with the day to day management of customer portfolios and driving commercial growth. You will carry out video calls and attend in person contact with customers, prospects, accountants, brokers across your team of Relationship Managers and Business Development Managers. You will be travelling to these customer meetings as required (a maximum of 12 trips per year to be used).
Key Accountabilities:
- To manage key customer operations and stakeholder relationships, including on boarding new Relationship Banking customers.
- To support Relationship managers with the maintenance of customers within their portfolios which will include:-
- Lending requirements (where handover completed from RM to CSM with background of customer or where the CSM has attended the meeting)
- Annual reviews (monthly meeting to discuss the month ahead and a plan to be put in place between RM & CSM to allow appropriate timescales to complete)
- Administration support from £250,000 to £15,000,000, with occasional support for customers with higher value requirements in case of need.
- Supporting C3 and Band B colleagues consistently
- Responsible for Direct Banking customer lending requirements between £25,000 and £250,000 which will include conversations with customers, data gathering, financial account assessments and use of PCCM limits or submission of credit assessments to gain approval for lending requests.
Knowledge, Skills and Experience Required:
- Excellent interpersonal skills, able to communicate with a wide range of people
- Strong customer service ethic
- Foundation credit skills in a commercial lending environment
- Work well in a team setting
- Ability to work remotely and flexible in approach
- Reliable and ethical, respecting customers’ confidentiality
- Ability to manage risk
- Proactive and highly self-motivated
- Confident selling and marketing products
- Comfortable approaching people
- Good numeracy skills
- Ability to explain complex information in simple terms
- Ability to identify the features and benefits of products and services your company offers
- You will have, or be able to quickly develop, specific sector knowledge
- Ability to travel to customer locations as required.
- Credit / Financial Analysis
We can only consider candidates with the right to work in the UK at this time.
If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk