Processing Agent

THE ROLE:

To provide personal lending services to new and existing customers of Lloyds TSB.  To provide account servicing on existing personal loan accounts.  To ensure that all customer calls and correspondence are handled in a professional and courteous manner in accordance with company policies and procedures and within defined Service Level Agreements.

KEY RESPONSIBILITIES AND TASKS :

- The ability to deal with and respond to customer and third party correspondence.
- Answer telephone PPI enquiries on active and closed loans within compliance training and competency scheme.
- Audit returned loan documents accurately and in line with the criteria set.
- Carry out both personal and financial amendments to customer's loan accounts.
- Develop a working knowledge of the Processing systems and 3r workflow.
- Employ product and procedural knowledge as trained to meet customer needs.
- Take responsibility for handling customer's confidential information.
- Strive to provide excellent customer service at all times
- Contribute ideas/suggestions for continuous improvements in systems and procedures within the centre.
- The ability to work in a paperless environment.
- Be aware of all Service Level Agreements and understand the importance of meeting these.
- Ensure productivity and quality targets are met.
- Ensure items not completed at the end of the day are reported thoroughly on the end of day spreadsheet and communicated to the leader to ensure accurate handover.