Client Service Representative
4 weeks ago
Job Summary
We are seeking a highly skilled and customer-focused individual to join our team as a Client Care Advisor. As a Client Care Advisor, you will be responsible for providing exceptional customer service to our clients, resolving their issues and concerns in a timely and professional manner.
Key Responsibilities
- Take ownership of client problems at first point of contact, applying the principles of customer satisfaction and loyalty.
- Follow standard process for case resolution, utilizing internal teams and partners to ensure efficient resolution to client concerns.
- Demonstrate effective leveraging of internal teams and partners when triaging client cases to ensure the best fit to deliver resolution.
- Build relationships with internal partners (Branches, Operations, Service Delivery) to ensure efficient resolution to client concerns and optimal client satisfaction.
- Apply appropriate processes and procedures to accurately respond to client inquiries and complete all client transactions and documentation.
- Contribute to team results by supporting all colleagues to be successful in meeting client needs.
- Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests.
Requirements
- Experience in handling and resolving client complaints and escalations.
- Exceptional customer service capability and confidence in engaging clients to address concerns using a friendly, positive and professional tone.
- Proven ability in building rapport and maintaining client relationships.
- Desire to build exceptional client experiences, and is passionate and curious to help clients meet their needs and solve their concerns.
- Strong communication skills, listening and understanding capabilities.
- Knowledge of retail banking products and services.
- Able to be a role model with a positive attitude and demonstrate accountability, initiative and ability to work independently.
- Able to work all branch hours including extended hours and Saturdays.
Preferred Qualifications
- Bilingual ~ secondary language(s).
- Prior experience in Branch, Advice Centre, Credit, Investment, Business Banking, Collections or other lines of business.
- Experience working in a team and metrics-based performance environment.
- Strong written communication skills.
- Cash and Custody experience.
Job Skills
- Adaptability.
- Advice Based Solutions.
- Client Centricity.
- Client Discovery.
- Communication.
- Curiosity.
- Data Analysis.
- Digital Literacy.
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