Specialist Customer Care

As a Customer Care Specialist, you will be responsible for collaborating across multiple digital channels to personalize each interaction with a customer. Your main focus will be enhancing the bank's digital capabilities and providing exceptional customer service by responding to inquiries, resolving issues, and handling client requests efficiently. You will support the collaboration of internal stakeholders, including sales, operational, and risk management teams, to ensure that client needs and expectations are met, and transactions are executed accurately and on time. Additionally, you will assist teams within the business operations function as needed, including risk management, compliance, and collections. Your role requires strict compliance with all regulatory requirements and internal policies related to customer care. You will provide resolutions for customer queries/issues and personalize each interaction through the use of multiple communication channels. As an Analyst, you will execute work requirements as identified in processes and procedures, collaborating with closely related teams and impacting their work. You will check the work of colleagues within the team to meet internal and stakeholder requirements and provide specialist advice and support pertaining to your own work area. Taking ownership for managing risk and strengthening controls in relation to your work, you will deliver your work and areas of responsibility in line with relevant rules, regulations, and codes of conduct. You will maintain and continually build an understanding of how all teams in the area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams. Continually developing awareness of the underlying principles and concepts on which the work within your area of responsibility is based, you will make judgments based on practice and previous experience. You will assess the validity and applicability of previous or similar experiences and evaluate options under circumstances not covered by procedures. Your role also involves communicating sensitive or difficult information to customers in areas related specifically to customer advice or day-to-day administrative requirements. Building relationships with stakeholders/customers to identify and address their needs is essential for success in this position.,