Manage a designated portfolio of customer relationships in order to identify and address customer needs, ensuring that the overall service provided is in line with customer expectations and the terms of the service offer.
Carry out all tasks ensuring all activities are completed within timescales and with a high degree of accuracy, whilst providing excellent customer service to both external and internal customers and adhering to all appropriate process and procedures.
Comply with the Staff Code of Conduct at all times to ensure a positive image of the Bank is presented to all customers both internal and external.
Ensure that the business is booked as per laid down procedures and guidelines and due diligence is carried out with respect to money laundering and other regulatory requirements.
Provide specialist information, guidance and advise to customers through the delivery of excellent customer service to resolve customer queries and achieve customer satisfaction.
Perform any other duties or tasks as required or instructed by the line manager to support the efficiency and output of the department.
What You Should have:
Oral Communication: Explains or presents factual information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon. Explains the reasoning being what is being said to ensure understanding and acceptance.
Negotiation: Has the ability to communicate and influence others to arrive at a mutually agreeable solution or position
Sales: Has the ability to persuade others to accept products, services or ideas in order to satisfy a specific need
Product and Services knowledge: A good knowledge of the relevant products and services in own areas of responsibility, including interpretation of and application of best practices, and able to immediately recognize a range of options when matching these to business/customer needs. When required will have a good knowledge of products and services available through other specialist providers and when to refer elsewhere to ensure customer needs are met.
Self/Work Organization: Plans, co-ordinates and controls the work and resources of self/teams under their control. Maintains an awareness of team workloads not directly under their control and demonstrates flexibility in making most effective use of resources to achieve overall business objectives.
