Serve as 2nd level escalation tier for servicing, and back office related complaints
Exceed all quality standards and customer expectations of great service
Consistently uphold all compliance and regulatory standards in customer dealing
Provide excellent customer service and provide answers to client questions within set standards
Follow up on unfavorable surveys responses to understand root cause and remediate/escalate as needed
Serve as customer advocate for regulatory and non-regulatory complaints
Participate in the planning of small to moderate scope projects
Assist in tracking and trend analysis of customer complaints to the end that we reduce complaints and consistently improve the customer experience
Ensure efficiency in case management to ensure Turn Around Time targets exceeded for all business units
Demonstrate advanced knowledge of multiple areas of consumer banking operations
Passion for delivering a great customer experience at scale
Excellent collaborative, communication, organizational, and problem-solving skills are required
Basic Qualifications
Bachelors degree from a recognized institute
Minimum 2 years of customer service experience
Must have a positive attitude and be self-directed, detail oriented, driven, and able to work independently in a team-oriented and fast paced environment.
Partner with multiple business functions to deliver complaint resolution and ensuring risks are appropriately mitigated.
Showcase your attention to detail and ability to manage several tasks at once by ensuring all cases are appropriately investigated and resolved.
Demonstrate basic banking knowledge with an emphasis on customer experience and company culture.
Preferred Qualifications
Strong problem solving and analytical/accounting skills
Ability to multi-task in a fast-paced environment
Excellent communication skills, both verbal and written
High level of accuracy and attention to detail
Proficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook)
Identify processes and controls improvement by leveraging constant evolving tools that can be used to build scalability without introducing new risks.
