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Customer Care Specialist
3 months ago
The primary objective of this position is to deliver outstanding customer support while addressing intricate customer inquiries and requests.
Key Responsibilities
- Deliver customer service through multiple communication platforms, including chat, email, and phone.
- Address complex customer service needs, providing tailored and unique solutions for each case.
- Collaborate with various teams within the bank to ensure cohesive and integrated customer care processes.
- Identify opportunities for enhancement and propose recommendations for improvements in customer care practices, offering feedback and coaching to peers on these identified areas.
- Design and implement customer care protocols and controls to minimize risks and ensure operational efficiency.
- Resolve specific customer inquiries and issues related to the bank's offerings, including account balances, transactions, and payments.
- Develop and present reports on customer care performance, communicating insights to senior internal stakeholders.
- Recognize industry trends and advancements to adopt best practices aimed at enhancing customer care efficiency and effectiveness.
- Fulfill work requirements as outlined in established processes and procedures, collaborating with and influencing the work of closely related teams.
- Review colleagues' work within the team to ensure compliance with internal and stakeholder expectations.
- Provide expert advice and support related to your specific area of expertise.
- Assume responsibility for managing risks and reinforcing controls concerning your assigned tasks or contributions. Ensure that your work aligns with relevant regulations and codes of conduct.
- Maintain and enhance your understanding of how all teams within the area contribute to the broader objectives of the sub-function, impacting the work of collaborative teams.
- Continuously develop knowledge of the foundational principles and concepts relevant to your area of responsibility, building on administrative and operational expertise.
- Make informed decisions based on experience and established practices.
- Evaluate the relevance and applicability of past experiences and assess options in situations not explicitly covered by procedures.
- Convey sensitive or challenging information to customers regarding advice or routine administrative matters.
- Foster relationships with stakeholders and customers to identify and meet their needs.
