As a Business Specialist, you will be the primary point of contact for our valued customers.
You will strive to deliver exceptional service to our customers through all stages of their business cycle and possess expertise in handling customer inquiries, ensuring high-quality servicing, lending, and compliance activities are completed as per SLA.
You proactively identify new business opportunities through deep and meaningful customer conversations for both new and existing customers.
The team provides support to bankers and their customers with new customer inquiries.
Your Opportunity
Working from a deep understanding of operational excellence principles, you relish the opportunity to build stakeholder relationships via seamless end-to-end delivery while being scaffolded by system governance and a commitment to data integrity.
The Role and Day-to-Day
Managing inbound phone, referrals, and NUW inquiries from our customers and colleagues, authenticating customers, checking EFLOAs to protect account security, and creating a seamless interaction experience if inquiries are referred to another team. Promoting digital channels where available and proactively coaching customers to uplift digital adoption.
Managing ambiguity and difficult conversations while delivering to our values to serve our customers well. Providing solutions and understanding the goals and motivations of our business customers. Meeting personal sales and referral/conversion targets with conversion to draw down and aid retention to give value to the customers and protect and grow market share.
Meeting NPS targets and Customer Experience call compliance and quality scores, holding exceptional customer advocacy.