Description
We are seeking a Personal Banker to join our Customer Care team in Aberdeen.
The successful candidate will provide exceptional customer service, resolving complex customer needs and requests while building strong relationships with customers.
Responsibilities
- Provide customer service through various communication channels, including chat, email, and phone.
- Execute customer service requirements to resolve complex, specific customer needs, providing unique, personalised 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.
- Manage own workload, take responsibility for implementing 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.
Requirements
- Confidence and comfort engaging with customers, understanding their needs, and providing guidance on products, services, and solutions.
- Strong communication skills, able to explain information clearly, professionally, and confidently.
- Risk and compliance awareness, understanding the importance of managing risk and following processes.
- Relationship-building skills, skilled at developing strong customer relationships.
- Digital confidence, comfortable using technology and digital tools.
- Adaptability and flexibility, able to thrive in a fast-paced environment.
- Growth mindset, eager to learn, develop, and embrace new technologies, processes, and ways of working.
- Proactive problem solver, demonstrating initiative, curiosity, and a customer-focused mindset.
Benefits
- Competitive salary of £27,700.
- Comprehensive core benefits package, including pension plan, private medical insurance, life insurance, and income protection.
What We Offer
- Full training and support from our collaborative team.
- Opportunities for growth and development within the organisation.