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Client Support Specialist
3 months ago
Role Objective
The primary aim of this position is to address customer inquiries and issues while tailoring each interaction through various communication platforms.
Key Responsibilities
- Engage collaboratively across diverse digital channels to customize each customer interaction.
- Enhance the bank's digital services when existing technology is found lacking.
- Deliver outstanding customer service by efficiently responding to inquiries, resolving problems, and managing client requests.
- Facilitate cooperation among internal teams, including sales, operations, and risk management, to fulfill client expectations and ensure timely transaction execution.
- Assist business operations teams as necessary, including risk management, compliance, and collections.
- Adhere to all regulatory standards and internal policies related to customer service.
- Resolve customer queries and personalize interactions through multiple communication channels.
- Carry out work tasks as outlined in established processes, collaborating with and influencing the work of closely related teams.
- Review colleagues' work within the team to meet internal and stakeholder standards.
- Offer specialized advice and support relevant to your area of expertise.
- Take responsibility for managing risks and enhancing controls related to your work or contributions. Ensure your work aligns with applicable rules, regulations, and codes of conduct.
- Continuously develop an understanding of how all teams contribute to the broader objectives of the sub-function, impacting the work of collaborative teams.
- Maintain and enhance knowledge of the principles and concepts underlying your responsibilities, building on administrative and operational expertise.
- Make informed decisions based on practice and prior experience.
- Evaluate the relevance and applicability of past experiences and assess options in situations not covered by established procedures.
- Communicate sensitive or challenging information to customers regarding advice or routine administrative matters.
- Establish relationships with stakeholders and customers to identify and meet their needs.