Customer Service Specialist

Overview

Answer a high volume of calls and interact with customers over live chat and email. Respond to day-to-day banking needs across various products and services. Accurately investigate customer queries and escalate as needed. Ensure service and customer demand is met to a high standard. Participate in initiatives to improve customer service, processes, and procedures. Liaise with other teams to advocate on behalf of customers.

Understand customer requirements and provide personalized solutions.

• Answer a high volume of calls and interact with customers over live chat and email
• Respond to day-to-day banking needs across various products and services
• Accurately investigate customer queries and escalate as needed
• Ensure service and customer demand is met to a high standard
• Participate in initiatives to improve customer service, processes, and procedures
• Liaise with other teams to advocate on behalf of customers
• Understand customer requirements and provide personalized solutions

• Customer service experience within financial services or banking
• Exceptional customer service across various channels (telephony, chat, email)
• Excellent communication skills
• Ability to work as part of a team
• High levels of accuracy
• Adaptable to changing priorities and customer demands
• Highly motivated with a drive for success
• Goal-oriented and able to meet company objectives
• Proactive in creating frictionless customer journeys
• Ownership of each customer, providing the best end-to-end experience
• Expertise in digital communication tools and online banking