Empathetic Customer Support Specialists are responsible for responding to inbound enquiries relating to deceased estate matters.
The team acts as the interface between customers and Estate Settlement Services Processing Teams, adapting our communication style to different demographics and stakeholders.
We strive to provide high levels of empathy and emotional intelligence during interactions, handling challenging calls where support and guidance for customers is crucial.
About You
You will have demonstrated experience working with vulnerable individuals, helping them navigate a difficult situation. Empathy is one of your greatest strengths, equipping you with the ability to handle complex conversations and deliver exceptional customer service.
Compassion is key; your kind and caring nature drives you to help others, making you successful in this role.
Key Responsibilities:
* Provide a high level of empathy and emotional intelligence during interactions
* Support internal and external customers with solutions to complex banking enquiries and complaints
* Evidence an ability for analytic problem solving
* Demonstrate expertise in delivering exemplary customer service at all times aligned to SOPs and quality standards
* Triage and escalate enquires for immediate action based on customer need and business requirements
* Achieve or exceed individual and team performance targets
* Develop and maintain strong professional relationships with cross-business unit colleagues