Lead Personal Banker

2 months ago


St Helier, United Kingdom RBS International Full time

Our people work differently depending on their jobs and needs. From home working to job sharing, visit the remote and flexible working page on our website to find out more.

This role is based in Jersey and as such all normal working days must be carried out in Jersey.

Join us as a Lead Personal Banker
- Take on a new career challenge, where you’ll be providing outstanding service to support our customers to meet their financial goals
- We’ll look to you to proactively educate our customers in the different ways to bank with us, conducting digital and face to face financial health checks to identify opportunities of new or growing needs
- To take on this role, you’ll need the right to live and work in Jersey
- This role is available for a period of seven months

**What you'll do**:
As a Lead Personal Banker, you’ll review customer accounts to identify opportunities to help them with new financial services or products, and complete proactive outbound customer care calls to grow and maintain the relationships. You’ll take accountability for the customer experience of the financial health checks, and you’ll work with and coach the branch team to ensure a targeted customer contact strategy is in place with a clear focus on acquiring, growing, and retaining quality customer relationships.

You’ll be recognised as a trusted expert for our customers, providing them with the knowledge they need to make the most of their money and making sure they're fully informed when it comes to the products and services we offer.

You’ll also be responsible for:

- Effectively managing your diary, prioritising work to accommodate customer needs
- Supporting the performance of the whole branch or contact centre, providing coaching and feedback to colleagues, and making outbound customer care calls
- Educating customers on being financially fit, living in the digital world, and preventing fraud
- Resolving complaints and errors quickly and compliantly, making sure the customer's relationship with the organisation is fully restored
- Taking ownership of own personal development seeking out coaching and opportunities to develop your skills

**The skills you'll need**:
To be successful in this role, it’s crucial that you have the experience and passion to deliver an outstanding consultative customer experience both face to face and digitally, and the ability to bring products and services to life for the customer using real-life examples. You’ll also have experience of working with and meeting all performance goals in a customer service environment, helping customers to meet their needs at first point of contact.

As well as this, you’ll have:

- A relevant professional qualification
- Excellent interpersonal skills, impeccable written English, and the ability to build rapport and trust with customers in both a remote and face to face environment
- Excellent planning skills, with the ability to prioritise well, make decisions on the most effective use of time, and work unsupervised
- Experience working with the Microsoft Office suite, customer databases, and software programmes


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