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YOUR IMPACT

We’re looking for customer advisors that have a passion for customer service to join our growing customer support team. Are you an experienced customer service professional or have a desire to build a career in customer services?

OUR IMPACT

Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer advisor roles for play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management. You will join and support our growing Savings customer operation.

Job Summary & Responsibilities

• Process initial notification following the death of a customer, providing query resolution relating to the bereavement journey via multiple communication channels
• Make judgement calls balancing both customer/business risk, whilst, providing an empathetic, knowledgeable and professional telephony/administration service directly to bereaved families
• Make prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes
• Commitment to meeting key performance indicators (service levels, operational risk, etc.)
• Supporting process changes to improve the customer journey
• Responsible for answering calls with our customers including but not limited to, providing product information, account opening services as well as account maintenance.
• Taking ownership of customer enquiries and responding to escalated bereavement issues in accordance with agreed procedures
• Ensures all accounts in assigned lists are managed accurately and timely
• Documents all service efforts for each assigned account in accordance with established procedures and compliance policies
• Recognises that quality is measured through call recordings and case auditing
• Communicates professionally
• A flexible and adaptable approach to change and will support others to respond in a similar way
• Completes ongoing compliance and remedial training as scheduled
• Proactively identifies any new issues or risks
• Collaborating with colleagues to maximise effectiveness and, efficiency
• Embracing change and innovation in the team
• Demonstrating ownership and common sense with all that you do, sharing best practice across teams

Skills

• Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers
• Good interpersonal skills, negotiation skills
• Excellent written and oral communication skills and ability to adapt your style and approach to the audience and message to be delivered
• Good problem solving skills
• Is adaptable, high energy levels and desire to help others
• Good team player
• Good analytical and problem-solving skills

Basic Qualifications

• Experience in delivery of customer service and Microsoft Office
• Experience of bereavement processing in a retail banking environment

Preferred Qualifications

• Experience in a retail banking environment