Description
We are seeking a Personal Banker to join our Customer Care team in Norwich. As a Personal Banker, you will provide exceptional customer service while resolving complex customer needs and requests. You will focus on building relationships with customers to add value to our interactions.
Accountabilities
- Provide customer service through various communication channels including chat, email, and phone
- Execute customer service requirements to resolve complex customer needs and provide personalized resolutions
- Collaborate with teams across the bank to align and integrate customer care processes
- Identify areas for improvement and provide recommendations for change in customer care processes
- Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations
- Resolve specific customer inquiries and issues related to the bank's products and services
- Develop and execute reports and presentations on customer care performance
- Identify industry trends and developments to implement best practices
Analyst Expectations
- Meet the needs of stakeholders/customers through specialist advice and support
- Perform prescribed activities in a timely manner and to a high standard
- Take responsibility for specific processes within a team
- Lead and supervise a team, guiding and supporting professional development
- Demonstrate leadership behaviours to create an environment for colleagues to thrive
- Manage own workload, take responsibility for the implementation of systems and processes, and participate in projects
- Execute work requirements, collaborating with and impacting on the work of closely related teams
- Check work of colleagues within the 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
- Maintain and continually build an understanding of how all teams in the area contribute to the objectives of the broader sub-function
Benefits
- Competitive salary of £27,700
- Comprehensive core benefits package, including pension plan, private medical insurance, life insurance, and income protection
Requirements
- Confidence and comfort engaging with customers
- Clear communication and ability to adapt approach to suit different customers and situations
- Risk awareness and understanding of the importance of managing risk
- Relationship building and ability to deepen customer relationships
- Digital mindset and confidence using digital tools and technology