Customer Service Advisor

Job Summary

Customer Service Advisor is a primary point of contact for clients at Branches & Premium Banking Hubs. The duties include: addressing customers’ transaction needs at the point of contact; acting as a digital concierge and educating clients on the usage of mobile functionality; providing prompt and holistic solutions to client complaints independently; identifying client’s product needs, offering basic products (deposits, cards, PL & insurance) and referring for high value transactions (Investments, Mortgages) to Specialists.

A 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
• Present oneself well in terms of manners, dress, turnout and client attitude
• Identify and assess client needs holistically at point of contact & deliver delightful experiences
• Collect customer feedback on product ranges and new releases, and prepare reports; 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 & process
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; 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
• Identify ways to show appreciation for loyal clients and improve overall brand experience

Bachelor’s Degree, in a Business-related major

Commercial Bank