Customer Consultant

Customer Service Specialist

Ensure swift and accurate resolution of customer inquiries, complaints, and requests. This involves understanding customer needs, providing efficient solutions within set timeframes, and escalating complex issues to the appropriate departments such as Network, Subscriber Billing, or Development. You will be the primary point of contact for specialized support, addressing intricate client and frontline staff challenges.

Qualifications and Experience

• Hold a degree in Business Administration, Marketing, or Financial Accounting.
• Possess 2-3 years of dedicated customer service experience within the banking, insurance, financial services, or client services sectors.
• Demonstrate prior experience in a branch banking or contact center environment, coupled with a solid understanding of banking procedures, policies, and products.
• Exhibit strong proficiency in customer relationship management (CRM) systems.
• Have a foundational understanding of compliance, Know Your Customer (KYC), and Anti-Money Laundering (AML) regulations.
• Show a proven track record of achieving sales targets and adhering to service standards.
• Possess good knowledge of digital banking platforms, including mobile and internet banking.

Key Responsibilities

• Proactively identify and develop sales opportunities by actively seeking new contacts.
• Cultivate business partnerships with Personal and Business Markets within the branch to foster optimal growth and client retention.
• Identify opportunities for customer migration and proactively promote relevant products and services.
• Ensure consistent adherence to customer onboarding processes and entrenchment practices.
• Execute all necessary steps and controls as per established procedures during account openings to mitigate new business risks.
• Deliver outstanding customer service by resolving inquiries promptly and professionally.
• Maintain strict compliance with all risk, regulatory, and legal requirements at all times.
• Promote the adoption of digital banking solutions to enhance customer convenience and operational efficiency.

Additional Information

Behavioral Competencies

• Developing Expertise
• Embracing Change
• Establishing Rapport
• Exploring Possibilities
• Following Procedures
• Generating Ideas
• Meeting Timescales
• Seizing Opportunities
• Team Working

Technical Competencies

• Application & Submission Verification (Consumer Banking)
• Banking Process & Procedures
• Client Acceptance & Review
• Customer Understanding (Consumer Banking)
• Processing
• Product Knowledge (Consumer Banking)