To operate as the first point of contact and provide an exceptional level of service to International Personal Banking (IPB) clients through a number of channels (Phone, e-mail & face to face) within the team, offering financial solutions to clients within defined parameters and governance processes. Always operate with a mindset on client centricity and continuous improvement.
Qualifications
Minimum Qualification:
GCSE's or A-levels
Experience Required:
- 1 - 2 years experience in Personal and Private Banking
- Ideally has experience in either a similar Banking/Financial role or has a strong level of customer service experience.
Key Outputs :
- Act as the first point of client contact for any notice to close instructions, and interact with the BCU to resolve posting restriction issues.
- Act as the point of referral for more complex BCU related queries, handing off the interactions relating to deceased clients and fraud.
- Adopt a positive attitude to change and be part of the team’s engagement to ensure a positive adoption of change related project outputs.
- Build relationships with IPB customers by understanding the customer and servicing the customer needs appropriately.
- Engage proactively with other departments, keeping up to date with professional reading, completing internal training requirements, attending lunch and learn sessions and pro-actively understanding end to end processes.
Additional information
Behavioural Competencies:
- Adopting Practical Approaches
- Embracing Change
- Examining Information
- Following Procedures
- Interacting with People
- Upholding Standards
Technical Competencies:
- Active Listening
- Contact Centre Customer Relationship Management
- Difficult Calls Management
- Query Resolution
- Telephone Caller Handling
- Verbal Communication
Pension, Health Care, Discretionary Bonus, Sports and Social events and many more
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