Organization Unit Purpose
The inbound unit is focused on resolving incoming customer queries via the
customers channel of choice.
Job Purpose
To resolve the customers query at the first opportunity across a range of
channels (phone, chat, email). Where appropriate provide tailored education
about our channels, products and services building trust in the bank's digital
platform.
Job Responsibilities
* Answer all customer contacts professionally and accurately in line with the latest guidance.
* Identify the needs of the customer through effective listening/questioning helping them achieve their best outcome.
* Respond to queries politely and educate customers with regards to banking products and services.
* Be a role model for the banks digital service promoting usage at every opportunity.
* Use available support tools to problem solve and resolve queries remove the barriers.
* Educate customers and resolve customer Internet Banking inquiries and general complaints.
* Complete accurate system notes and updates
* When unable to resolve at first touch route accurate service requests to appropriate departments
* Provide precise and accurate information to customers challenging processes where appropriate.
* Follow up with customer calls where necessary.
* Be a multi-tasker able to move positively between workloads when required.
* Adhere to standard work procedures while handling customer calls.
* Comply to information security and data privacy policies.
Skills / Work Experience
* Passionate about customers - focused on delivering customer excellence.
* Digital knowledge base familiar using Microsoft office (for example Teams)
* Experience managing customer interactions via a range of channels - phone, electronic, face to face.
* Natural Communicator able to communicate effectively with customers.
* Empathetic towards customers - genuinely care.
* Excellent communication skills (written & verbal) The ability to multi-task.
* The ability to work (channel stress) under pressure.
* Be flexible to support the business needs.
* Excellent interpersonal skills
* Excellent typing skills
* Analytical good problem solver
* Resilient - handle change well
* 3 years minimum experience in a customer facing role.
Competencies
* Customer Service
* Performance Management
* Problem Solving
* Team Working
* Personal Effectiveness
Education and any other certification:
Bachelor's degree
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