Specialist Customer Care

Accountabilities

Collaboration across multiple digital channels to personalise each interaction with a customer.

Enhancing the bank&aposs digital capabilities when current technology is identified as not yet ready to support.

Provision of exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently.

Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time.

Support teams within the business operations function as needed, including risk management, compliance and collections.

Comply with all regulatory requirements and internal policies related to customer care.

To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels. Analyst Expectations

Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.

Check work of colleagues within team to meet internal and stakeholder requirements.

Provide specialist advice and support pertaining to own work area.

Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.

Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.

Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.

Make judgements based on practise and previous experience.

Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.

Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.

Build relationships with stakeholders/ customers to identify and address their needs.