Role Overview:
In this position, you will:
- Serve as the welcoming voice and face of our client, delivering exceptional service to customers through various channels (phone, email, chat).
- Act as a trusted financial advisor, offering solutions and support to guide customers through their banking needs while resolving any issues.
- Have a comprehensive knowledge of banking products and services, including accounts, loans, investments, and more.
- Actively identify opportunities to upsell and cross-sell, driving the bank’s growth.
- Maintain accurate and up-to-date customer records, ensuring full compliance with banking regulations.
- Collaborate with internal teams to quickly resolve customer issues and provide seamless experiences.
- Foster a positive, collaborative work environment that supports teamwork and high performance.
Key Responsibilities:
- Ensure that the service delivered to customers meets or exceeds Key Performance Indicators (KPIs) as per contractual agreements.
- Clarify customer needs and use decision-support tools and resources to offer the most appropriate solutions.
- Listen attentively to customers, demonstrating empathy and building rapport to create a positive experience.
- Greet customers in a courteous, friendly, and professional manner, following established procedures.
- Maintain a solid understanding of the client’s products and services.
- Accurately document customer interactions and ensure proper account notation.
- Contribute to initiatives that enhance customer satisfaction and business performance.
- Offer additional products and services as appropriate.
- Respond to inquiries by referring customers to published resources, secondary sources, or senior team members for further assistance.
Candidate Profile:
- Minimum requirement of a high school diploma, with at least 6 months of experience in customer service, preferably in the banking industry.
- Exceptional communication, interpersonal, and negotiation skills. Comfortable working in a fast-paced environment and building rapport with a diverse customer base.
- Ability to communicate fluently in the required support language, both verbally and in writing.
- Strong multitasking abilities, with the capacity to prioritize, adapt to changes, and consistently meet deadlines.
- Basic proficiency in computer navigation and PC knowledge.
- Ability to work effectively both independently and as part of a team.
- Reliable with a keen attention to detail.
- Patience and professionalism in all customer interactions, with a positive and courteous demeanor.
- Willingness to rotate shifts as required.
- Strong problem-solving and analytical skills, able to identify issues quickly and propose effective solutions.
- A customer-centric mindset, passionate about exceeding expectations and providing top-tier service.
- A solid understanding of financial concepts and principles is a plus.