PRIMARY PURPOSE OF THIS POSITION • This position act as the first contact point for customers, resolving customer enquiries in line with the agreed standards and procedures of the Contact Centre. • To be clear and polite to customers at all times, accurately evaluating the nature of their enquiry and determining the appropriate action to take, ensuring that information and advice given is factually correct. • To analyse and interpret information given by the customer accurately, and make appropriate decisions from a range of options, ensuring that they are made without bias, prejudice or discrimination. • To accurately identify problems and generate solutions, presenting balanced views and drawing reasoned conclusions. • To progress chase-referrals on behalf of the customer, ensuring that where required, responses are delivered within agreed time-scales to specified standards. • To respect the confidential or sensitive nature of customer enquiries, and handle difficult or potentially aggressive situations appropriately. • To answer incoming calls and respond to customer’s emails. • To manage and resolve customer complaints within the agreed time lines. • To identify and escalate complicated issues to the supervisor. • To provide product and service information to customers. • To research required information using available resources. • To identify and resolve customer complaints using applicable software. • To process forms and applications. • To route calls to the appropriate resources or department. • To document all call information according to standard operating procedures. • To follow up customer calls where necessary. • To upsell products and services. • Complete call logs and reports. • To carry out any other duties of the post with full regard to the bank’s policies.

Qualifications

Experience