Customer Services Executive

About the role

We are seeking a Customer Services Executive to join a newly established Customer Service Team within a fast‑paced financial services organisation. This role focuses on delivering high‑quality support for loan accounts while maintaining accurate records and compliance.

Key responsibilities

• Manage day‑to‑day account administration and review customer correspondence to determine appropriate actions.
• Handle inbound and outbound calls related to loan servicing, investigating queries and negotiating resolutions.
• Liaise with internal departments to obtain and expedite required information.
• Issue mortgage statements, redemption statements, and other customer correspondence.
• Maintain up‑to‑date customer records after each interaction.
• Work to agreed operational metrics, service level agreements, and performance targets.
• Identify, record, and escalate errors or complaints to ensure positive outcomes.
• Ensure all activities comply with company procedures, controls, and regulatory requirements.

Required profile

• Previous customer service, contact centre, or financial services experience (desirable but not essential).
• Strong communication and interpersonal skills with a customer‑focused approach.
• Ability to thrive in a fast‑paced environment and manage high volumes of work to deadlines.
• Excellent attention to detail, organisational and multitasking abilities.
• Independent worker who contributes positively to team objectives.
• Target‑driven with a proactive, solution‑focused mindset.
• Commitment to delivering excellent customer outcomes while maintaining compliance standards.

Required skills