Operations Executive- Customer Services (9 month FTC)

London, South East England

ABOUT THE TEAM

The Operations Team within Specialist Business Finance at Hampshire Trust Bank, which includes Asset Finance, Wholesale & Specialist Finance options, is responsible for the end-to-end process of all business within our chosen markets. This includes new business proposal entry and credit check, all customer due diligence, supporting the sales team and their brokers, paying out and authorising new business agreements and all subsequent customer service activities.

All activities processed within the team are measured against service level agreements and it is imperative that any new member of the team is able to quickly learn and work to these service levels. The service we offer our customers (both brokers and end-users) is key to our success and staff are trusted to always work towards the very high standards we have set ourselves.

JOB PURPOSE

This position, within the Customer Services function of the Operations Team at Hampshire Trust Bank, is responsible primarily for the in-life management of our Asset Finance portfolio.

The key responsibilities within this position are managing inbound customer calls and resolving and customer queries, raising settlement quotes and processing terminations of these agreements upon receipt of funds, managing bank accounts and cash received by Hampshire Trust Bank and managing our end of lease process.

Whilst the focus of the position is centred on the deliverables mentioned above, there is a requirement to cross-skill all of our staff so that we are able to cover for all other operational roles during times of holiday, sickness or periodical volume increases. Anyone in this role should be self-motivated and keen to learn a range of tasks and skills across the Operations Team.

As a small team with cross-skilled workforce we are keen that all staff have the opportunity to suggest and assist in the implementation of change. We work in a continuous improvement environment and all staff are encouraged to involve themselves with change.

As a member of the Operations Team you will be expected to work, and build relationships, with all your colleagues in the team and the other Asset Finance Teams; Underwriting, Asset Management, Collections, Change. You will also have the opportunity to work with colleagues across Hampshire Trust Bank, primarily within the Finance & Compliance Teams.

ABOUT YOU

You must be

  • Thorough with a good eye for detail
  • Able to work at a fast pace in a pressured environment
  • Comfortable and confident when talking to customers
  • Self-motivated

It would be nice if you had

  • Experience of Asset Finance in a similar role
  • Experience working in a Customer Services role
  • Experience of working in a data entry role

Our Values and Behaviour

All members of the HTB team are expected to demonstrate values and behaviour that underpin everything that we believe in

Customers matter

  • We listen to our customers
  • We value customer relationships over transactions
  • We strive to deliver what customers want, when they want it, how they want it
  • We prioritise customer outcomes over corporate expediency

We deliver

  • We approach everything we do with discipline and set high standards
  • We do more with less and embrace change
  • We are fanatical about financial rigour and risk discipline
  • We execute consistently with speed and accuracy
  • We constantly strive to improve

Integrity without compromise

  • We always aim to do the right thing – we don’t duck hard choices
  • When we make a mistake we own up and fix it
  • We are open and honest in all our communication
  • We treat innovation and fresh thinking as an opportunity not a threat

People Power

  • We are a meritocracy
  • We empower people and make them accountable
  • We encourage our people to learn and grow
  • We challenge each other honestly & constructively
  • We work as a team
  • We know diversity makes us stronger
  • We celebrate success