✨ AI Summary
The Personal Banking Advisor role focuses on customer experience within a call center environment. Responsibilities include phone-based customer interaction to understand banking needs, providing excellent service, resolving issues immediately, and driving sales to meet financial targets. The role also involves explaining banking procedures and products, collecting customer feedback for product development, and performing root cause analysis for charges and fees. Adherence to bank rules and Direct Banking Center guidelines is essential.
Requirements
The role requires interacting with customers over the phone to understand their banking needs, providing excellent customer service, resolving problems on the spot, and converting sales opportunities. It also involves clarifying procedures and products, capturing customer feedback, and operating within standard bank guidelines. Experience in a call center environment and with retail banking products is expected.
Description
Interact with customers over the phone to understand their banking needs.
Provide excellent customer service to achieve customer loyalty.
Resolve problems over the telephone on the spot.
Convert sales opportunities to meet financial targets.
Clarify and explain procedures and products over the telephone.
Capture and report customer feedback towards continual product development.
Operates in a Call Centre environment where the interface with customers is over the telephone.
Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.
Mostly related to explaining procedures or providing information regarding retail banking products.
Also involves root cause analysis and reversals of charges and fees when necessary.