Senior Customer Service Advisor
About the job
Branch Senior Customer Service Advisor
Are you a customer service superstar with a passion for helping people achieve their financial goals? We're looking for a highly motivated and compliant Branch Senior Customer Service Advisor to be a vital part of our dynamic branch team. As a key "face of the bank," you'll play a crucial role in delivering exceptional service, nurturing customer relationships, and actively driving new business growth.
In this fast-paced environment, you'll be instrumental in supporting efficient branch operations and ensuring our customers receive expert advice across all their financial needs. If you're a proactive problem-solver with a "right first time" mentality and a commitment to continuous development, we want to hear from you!
What you'll do:
- Be a customer champion: Provide outstanding face-to-face and over-the-phone service, advise customers on their financial journeys, and swiftly resolve queries with professionalism and compliance.
- Drive business growth: Proactively identify and seize new business opportunities through in-branch and local promotional activities, converting leads to sales in line with our Omni-Channel approach.
- Strengthen relationships: Maintain strong, positive relationships with existing customers and contribute to retaining and expanding our customer base across all segments.
- Ensure seamless operations: Support the efficient day-to-day running of the branch, coordinate activities, and ensure the team adheres to all compliance standards.
- Lead by example: Champion a "right first time" approach to compliance, setting a high standard for accuracy and customer protection.
- Support sales campaigns: Assist with sales initiatives, including post-sale fulfilment, administration, and follow-up.
- Master branch duties: Perform cash administration, ATM/SSBM maintenance, and rotate through various branch roles to ensure comprehensive support.
- Stay ahead: Maintain up-to-date knowledge of regulatory codes and legislation, committing to continuous professional development.
What you'll bring:
- Proven experience in a customer service role, ideally within a financial services environment.
- A strong commitment to delivering exceptional customer experiences.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust.
- A proactive and results-oriented approach to identifying and converting sales opportunities.
- Meticulous attention to detail and a strong understanding of compliance procedures.
- Ability to thrive in a fast-paced, collaborative team environment.
- Flexibility, adaptability, and a willingness to continuously learn and develop.
