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Client Care Specialist
2 months ago
A Client Care Specialist addresses the more intricate and specialized needs of our clientele. This role may vary based on the type of customer or the specific circumstances they are encountering. Client Care Specialists are expected to engage across various communication channels and tailor each interaction to the individual customer. They possess an advanced level of expertise and knowledge regarding our offerings, policies, and procedures, complemented by superior conversational skills to ensure effective support and optimal outcomes.
Role Purpose
The primary objective is to resolve customer inquiries and issues while personalizing each interaction through diverse communication methods.
Key Responsibilities
- Collaborate across multiple digital platforms to customize each customer interaction.
- Enhance the bank's digital capabilities when existing technology is found lacking.
- Deliver outstanding customer service by addressing inquiries, resolving problems, and efficiently managing client requests.
- Facilitate cooperation among internal teams, including sales, operations, and risk management, to fulfill client needs and expectations, ensuring timely and accurate transaction execution.
- Assist various teams within the business operations function as required, including risk management, compliance, and collections.
- Adhere to all regulatory standards and internal policies related to customer service.
- Provide resolutions for customer inquiries and issues while personalizing each interaction through various communication channels.
- Execute work tasks as outlined in established processes and procedures, collaborating with and influencing the work of closely related teams.
- Review colleagues' work within the team to meet internal and stakeholder expectations.
- Offer specialized advice and support relevant to your area of expertise.
- Take responsibility for managing risks and reinforcing controls related to your work or contributions. Deliver your responsibilities in accordance with applicable rules, regulations, and codes of conduct.
- Continuously develop an understanding of how all teams in the area contribute to the broader objectives of the sub-function, impacting the work of collaborative teams.
- Enhance awareness of the fundamental principles and concepts underlying the work within your area of responsibility, building on administrative and operational expertise.
- Make informed judgments based on experience and practice.
- Evaluate the relevance and applicability of past experiences and assess options in situations not covered by procedures.
- Communicate sensitive or challenging information to customers concerning customer advice or daily administrative tasks.
- Establish relationships with stakeholders and customers to identify and address their needs.
