Job SummaryCustomer Service Advisor is a primary point of contact for clients at Branches & Premium Banking Hubs. The duties responsibilities include; (i) addressing customers’ transaction needs at point of contact, (ii) act as digital concierge and help educate clients on the usage of mobile functionality, (iii) providing prompt & holistic solutions to client complaints independently, (iv) Identifying client’s product needs, offer basic products (deposits, cards, PL & insurance) and refer for high value transactions (Investments, Mortgages) To Specialists. Key responsibility of the role is to deliver delightful client experiences at all interaction stages and customer touch points.Key Accountabilities- Manage & Digitize incoming banking transaction traffic at Branches & Premium Banking Hubs- Build sustainable relationships and trust with customer through open and engaged communication model- Well presented in terms of manners, dress, turnout and client attitude.- Identify and assess client needs holistically at point of contact & deliver delightful experiences- Collect customer feedback on product ranges and new releases, as well as preparing reports, and work as client advocates with product teams to collaboratively deliver desired product / service solutions.- Generate sales leads at point of contact based on assessment of client needs.- Provide accurate, valid and complete information by using the right tools & process- Meet personal/customer service team sales targets and call handling quotas- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution- Follow communication procedures, guidelines and policies- Tracking customer experiences across online and offline channels.- Collaborating with other Retail teams to enhance customer services and brand awareness.- Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.- Performing product tests, evaluating after-sales and support services, and facilitating improvements.- Documenting processes and logging technical issues, as well as customer compliments and complaints- Identifying customer needs and taking proactive steps to maintain positive experiences.- Developing feedback surveys- Scheduling in-person and video meetings with customers & prospects as and when needed.- Thinking of ways to show appreciation for loyal clients and improving overall brand experience
