Meet Madhav Henderson-Begg

Q&A

What does a Customer Service Advisor do?

A Customer Service Advisor is the first point of contact with branch customers. The most important part of my role is to create the best customer experience possible. The role is very broad and duties are varied - till operations, cash handling, carrying out cash and cheque transactions, opening of accounts, account transfers. We also offer support when dealing with sensitive issues such as the processing of deceased accounts, Power of Attorney etc.

A strong knowledge of the Society’s products, policies and procedures is required too. My role is customer facing, speaking with Members daily either face to face, on the telephone or by email – I consider myself to be a “people person” and I really enjoy getting to know our customer base. I work as part of the wider Branch team and help contribute to sales targets.  

What is your favourite part of the job?

My favourite part of the job is that no day at the counter is the same, every day is quite different and varied. I really enjoying interacting with our customers - every customer has a different individual need which makes the job more interesting. It’s great getting to know our customers too!

Talk us through a typical working day?

Branch opens at 9:00am. I deal with various customer queries face-to face at the branch counter or by telephone – examples include cheque transfers, account queries, account openings/ transfers etc. I really enjoy interacting with our customers, this is definitely one of the most enjoyable parts of my job! I’m responsible for incoming and outgoing post requirements and manage deliveries. The Branch office closes at 4pm daily to the public. Following this, I complete and finalise any paperwork, reporting and documentation from the day. End of day premises checks are carried out to be ready to start all over again for the next day of business operations!

Did you always want to work in a customer facing role?

I have always wanted to work in a customer facing role as my previous jobs have always been dealing with customers face to face. I love being able to interact with customers directly as you can build good relationships to allow you to understand their needs better.

What qualifications do you have?

I studied GCSEs at school and achieved Maths, English, Science and Web and Digital Imaging.  I also attended Belfast Metropolitan College where I achieved a Level 2 qualification in Business Studies (equivalent to 4 GCSEs).

What are your future career plans?

My plan is to continue with my CPD, working hard to be the best experienced and knowledgeable CSA that I can be! When considering my plans, I would love to obtain the relevant qualifications to become a Mortgage Advisor. I plan to study for my CeMap exams later this year to prepare myself and hugely appreciate the support the Society offers and encouragement of my Branch Manager.    

What skills are required for you to do your job well?

The skills required to do my job well would include good listening skills and effective communication skills. Strong knowledge of the Society’s products is essential to provide the customer with accurate knowledge and for them to have trust in you about the information that you are providing.

If you could go back in time, would you choose the same career path?

Before I started with Progressive, I wanted to be a personal trainer at a gym. However, after being in my current job role for just over 2 years, I would want to choose to work in a customer facing role as it has taught me a lot of new things.  I really enjoy my job and would like to pursue my career in this sector.

What do you enjoy doing in your spare time?

In my spare time I like watching films, going out for walks, going to the gym and visiting friends and family. I also play club cricket for Muckamore Cricket Club in summer between the months of May-September.  I absolutely love the sport and look forward to the season each year. Last year (2023) we were delighted to be promoted into the Premier League Cricket which is the highest standard of league cricket played in Northern Ireland – a fantastic team effort! I’m quite competitive and I enjoy playing as a part of a team.

Sum up your attitude to life in a few words?

Life is too short, so enjoy all aspects as much as possible. I put 100% into everything I do, I hope to get the most out of life by doing so!