Customer Service Advisor
Step into the role of a Customer Service Advisor, where you’ll be the first point of contact for our customers. You will provide help and guidance to each customer, giving a personal touch ensuring they feel valued and respected. You’ll have empathy, understanding and a passion for delivering excellent customer service. Full training will be provided, and you will be placed within a supportive team who will guide you to ensure you have everything you need to succeed as a Customer Service Advisor. No banking experience is needed, just a can-do approach.
Purpose of the Role
To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.
Accountabilities
* Collaboration across multiple digital channels to personalise each interaction with a customer.
* Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support.
* Provision of exceptional customer service to clients by responding to inquiries, resolving issues, and handling client requests efficiently.
* Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time.
* Comply with all regulatory requirements and internal policies related to customer care.
Analyst Expectations
* To meet the needs of stakeholders/customers through specialist advice and support.
* Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
* Likely to have responsibility for specific processes within a team.
* May lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
* If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard.
* OR for an individual contributor, they manage their own workload, take responsibility for the implementation of systems and processes within their own work area and participate on projects broader than the direct team.
* Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
* Check work of colleagues within the team to meet internal and stakeholder requirements.
* Provide specialist advice and support pertaining to their own work area.
* Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
* Build relationships with stakeholders/customers to identify and address their needs.
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