Contact Center Rep III, Direct Investing - London
5 hours ago
Job Summary
This role is responsible for providing exceptional customer experience and contributing to the ongoing improvement of the overall customer experience.
Responsibilities
- Create an exceptional customer experience with every client interaction and contribute to the ongoing improvement of the overall customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions
- Identify cross-sell opportunities, refer customers/partners to internal Bank partners. Complete a broad range of financial transactions (eg withdrawals bill payments etc as necessary) in an accurate efficient manner Identify need determine solutions to problems particularly related digital banking products services Promote full suite product advice services banking capabilities Understand apply operating policies procedures Contribute business objectives Operational Excellence Support timely accurate completion business processes procedures Escalate non-standard high-risk transactions activities as necessary Ensure documentation prepared completed accurately reflects client/business intentions consistent relevant rules regulations Support participate process improvement opportunities Ensure necessary due diligence support accuracy all transactions activities Be knowledgeable comply Bank Code Conduct Participate fully member team support positive work environment promotes service quality innovation teamwork ensure timely communication issues/points interestSupport team continuously enhancing knowledge/expertise own area participate knowledge transfer within team business unit Participate personal performance management development activities including cross-training within own team Keep others informed up-to-date status/progress projects /or all relevant useful information day-to-day activitiesContribute fair positive equitable environment supports diverse workforce Act brand champion your business area/function bank both internally externally Requires expertise variety advice service related activites provide customers/partners advice transaction activity product feature Requires advanced skills expertise defined set products processes moderate complexity risk Provides subject matter guidance customers/partners Gathers analyzes data identify help solve complex problems Uses sound judgment understanding process-policy risk recommending exceptions outside general practices guidelines Understan how te am works together coordinate efforts resources achieve objecives busines area Impacts their ow nteam other teams whose work activities closely rlated Recommends modifications existing advise/custoemr sevice proceessessolutions improve efficiency te am Evaluates communicates unusual complex content clear manner handles sensi tive information escalated matters necesary May require specific formal certifications level expertise Generally reports Team ManagerExperience & Education High School diploma undergraduate degree or1+ years relevan Note: Roles this job family may requir various accreditations licenses based on busine supported regulatory requriements
Job description
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