Customer Service Representative Role
We are seeking talented professionals to join our team as Customer Service Representatives. As a key member of our retail banking team, you will play a vital role in delivering exceptional customer experiences.
Our Retail Bank is the public face of the institution, with multiple touchpoints across branches, phone, video conferencing, and online channels. In this role, you will work collaboratively with your branch manager and colleagues to achieve outstanding customer outcomes.
You will possess a deep understanding of customers' needs and the bank's offerings, ensuring seamless referrals to specialist teams for complex requirements.
* Build personal connections with customers through meaningful conversations.
* Work with customers to utilize in-branch technology and digital banking options.
* Address customers' transactional needs in the branch, ensuring satisfaction.
* Conduct Financial Health Checks to assess customers' financial situations and identify areas for improvement.
* Process loan applications, credit cards, and associated products through interviews.
* Proactively engage with customers via calls to build rapport and invite them for appointments or Financial Health Checks.
* Adhere to established processes and procedures, including accurate reconciliation and customer feedback capture.
* Promote engagement with customers through community events and fundraising activities.
* Maintain a safe and supportive work environment.
* Utilize tools to collect customer feedback, addressing service gaps and driving improvements.
Required Skills and Qualifications
* Demonstrate effective communication and interpersonal skills.
* Possess problem-solving abilities, acting with integrity and prioritizing customer needs.
* Bring a passion for service excellence and collaborate with colleagues to deliver holistic solutions.
* Exhibit adaptability in a dynamic retail environment while focusing on customers' comprehensive needs.
* Demonstrate genuine enthusiasm for delivering excellent customer experiences and putting customers' needs first.
What We Offer
This role offers a unique opportunity to make a positive impact on customers' lives and contribute to the success of our retail banking team.