Advisor, Client Service (FC3)

The Client Service Advisor provides routine information to clients about products and services and handles or addresses clients' queries and/or complaints.

Purpose of Role

The Client Service Advisor provides routine information to clients (Personal & Business Banking, Wealth Management & Corporate Banking) via incoming channels (voice & social media) about products and services and handles or addresses clients’ queries and / or complaints (of a standard nature) through to resolution or escalates as appropriate. 

Major Activities:

Key Accountabilities:

• Responds, verifies & assists clients, providing routine / standard information, completing actions or referring for investigation / resolution to ensure resolution in a timely manner, observing operational procedures during contact and maintaining expected customer experience.
• Obtains, interprets & summarizes complete and relevant information from the client to determine the nature of the client’s issue / request to ensure all details are received to provide the appropriate solution or steps.
• Initiates, investigates &/or executes the most suitable actions based on established processes, policies, and procedures to resolve, investigate, or refer for further investigation or resolution to ensure clients’ issue(s) are addressed with a resolution, advise of the steps needed or actions to be taken to maintain an exceptional customer experience.
• Updates, records & categorizes actions taken, information provided by client or key details related to the client query in the system to ensure accurate record keeping, easy retrieval and a proper trail of actions taken to resolve the client query.
• Adheres to company and departmental policies and procedures   to ensures that the centre operates to the Bank’s operational standards and that all processes are conducted according to established standards to mitigate against any risks.
• Recommends & refers clients seeking new products and services or features which are in line with the client’s goals or resolve client challenges to ensure clients’ financial futures are enhanced and strengthen the banking relationship.

• 1 years’ experience in client relations by handling queries and providing information
• 5 CSEC Subjects (Including English and Mathematics/Accounting)
• Experience in a contact centre environment would be an asset
• Good knowledge of operational processes, policies and procedures
• Understanding / knowledge of the Bank’s products and services
• Ability to speak a second language would be an asset., e.g. Haitian, Spanish, French
• Strong influential skills sufficient to promote customers' acceptance of recommended practices or processes.
• Excellent writing skills sufficient to draft letters and write straightforward explanations.
• Good self-planning skills sufficient to complete work within predetermined productivity standards. Unanticipated workload issues are referred to others for resolution.