Customer Service Advisor

Job Summary

Customer Service Advisor is a primary point of contact for clients at Branches & Premium Banking Hubs. The duties and responsibilities include: (i) addressing customers’ transaction needs at point of contact, (ii) acting as digital concierge and helping educate clients on the usage of mobile functionality, (iii) providing prompt and holistic solutions to client complaints independently, (iv) identifying client’s product needs, offering basic products (deposits, cards, PL & insurance) and referring for high‑value transactions (investments, mortgages) to specialists.

The key responsibility of the role is to deliver delightful client experiences at all interaction stages and customer touch points.

• Manage & digitize incoming banking transaction traffic at Branches & Premium Banking Hubs
• Build sustainable relationships and trust with customers through open and engaged communication
• Be well‑presented in terms of manners, dress, turnout and client attitude
• Identify and assess client needs holistically at point of contact and deliver delightful experiences
• Collect customer feedback on product ranges and new releases, prepare reports, and work as client advocates with product teams to collaboratively deliver desired product/service solutions
• Generate sales leads at point of contact based on assessment of client needs
• Provide accurate, valid and complete information by using the right tools and processes
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Track customer experiences across online and offline channels
• Collaborate with other Retail teams to enhance customer services and brand awareness
• Align customer experience strategies with marketing initiatives and inform customers about new product features and functionalities
• Perform product tests, evaluate after‑sales and support services, and facilitate improvements
• Document processes and log technical issues, as well as customer compliments and complaints
• Identify customer needs and take proactive steps to maintain positive experiences
• Develop feedback surveys
• Schedule in‑person and video meetings with customers & prospects as needed
• Think of ways to show appreciation for loyal clients and improve overall brand experience

Bachelor’s Degree in a Business‑related major