Job Description
As an Everyday Banking Consultant, you’ll play a key role in helping our Australian customers with a variety of Retail, Cards and Digital Banking solutions, troubleshoot customer enquiries they may have and provide information on any other products or services that may be relevant. This role is responsible for the servicing of customer requests and enquiries in a timely and effective manner. These positions will typically process high volumes of routine enquiries. The key capability for these positions is effective customer service as opposed to requiring extensive knowledge of a specific process or policy to be effective.
KEY RESPONSIBILITIES
You will:
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Ensuring first call resolution for customers contacting us through our voice channel by consistently utilizing available tools and resources.
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Resolve customers’ enquiries in an efficient and timely manner by understanding their needs, identifying the root cause of the enquiry and providing appropriate and permanent fix.
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Escalating to an appropriate specialist banker or team of experts to deliver timely and accurate resolution, when necessary.
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Empower our customers to bank with us anytime using our Digital & Self-service channels and contribute to our strategic goal of digital first adoption.
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Become brand ambassadors of the company by providing best customer experience in all voice interactions with the goal of positive NPS returns.
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Work in a professional environment meeting customer-centric, financial and risk metrics and targets as necessary
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Build your skills and banking knowledge quickly through on-going formal training and mentorship from your leaders.
QUALIFICATIONS
- Bachelor's Graduate
- At least 2 years of experience of inbound customer center
- Excellent communication skills
Location: Libis, Quezon City
Work Schedule: Shifting and rotation
Work Set-up: Hybrid