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Customer Service Representative
2 months ago
Job Summary:
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As a key member of our branch team, you will be responsible for delivering exceptional service to our customers and prospects, identifying their needs, and providing advice and guidance on financial solutions that meet their goals.
Key Responsibilities:
- Collaborate with our team to identify referral opportunities that grow our customers' relationships with us.
- Welcome and guide customers as they enter the branch, offering advice and guidance on available digital and self-serve options to make banking easy, simple, and fast.
- Conduct client conversations about banking services to recommend alternative channels and provide personal banking and investment advice.
- Meet customer transaction-based needs with seamless execution.
- Review customer profiles and engage in needs-based conversations to identify potential opportunities and address everyday banking plans and credit card needs.
- Contribute to meeting branch business results and the customer experience.
- Support operational activities, such as inventory management, escalated service requests, and following up on customer applications.
- Act as a key member of a collaborative and versatile branch and market team.
- Proactively seek creative approaches to make each customer's experience feel personal.
- Look for ways to contribute to the ongoing improvement of the overall branch customer experience.
- Contribute to business results and the overall experience delivered in the branch.
- May work at multiple branches based on market needs, with a variable work schedule.
- Follow risk and compliance processes and policies to safeguard our customers' assets, maintain their privacy, and act in their best interest.
- Stay current with the wider financial services marketplace, legal and regulatory environment, and our commitment to upholding the highest ethical requirements of our industry.
- Maintain current knowledge of personal banking products, practices, and trends, integrating them into customer conversations.
- Identify and report suspicious patterns of activity suspected to be related to money laundering.
- Comply with legal and regulatory requirements for the jurisdiction.
- Protect the Bank's assets in compliance with all regulatory, legal, and ethical requirements.
- Complete complex and diverse tasks within given rules and limits.
- Analyze issues and determine next steps, escalating as required.
Qualifications:
- Typically between 1-2 years of relevant experience and/or certification in a related field of study, or an equivalent combination of education and experience.
- Registration to sell investment products completed or in progress (must be completed within 12 months) - as appropriate for the jurisdiction.
- Confident and experienced in the use of online tools and applications.
- Some experience in a consultative customer service or sales role, with a drive to deliver a personal customer experience.
- Basic knowledge of specialized sales and business banking solutions to refer to specialists.
- Passionate commitment to helping customers.
- Drive to deliver a personal customer experience.
- A focus on results and the ability to thrive in a consultative sales and team-based environment.
- Resourceful self-starter with courage and confidence to approach customers.
- Readiness to collaborate and work in different capacities as part of a team.
- Strong interpersonal skills, including the ability to build rapport and connections with customers.
- An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
- Basic specialized knowledge.
- Verbal and written communication skills - Good.
- Organization skills - Good.
- Collaboration and team skills - Good.
- Analytical and problem-solving skills - Good.