Job Description

Purpose of the Role

To address customer questions, concerns, or requests while maintaining customer service expectations.

Accountabilities

• Provision of customer service to customer questions, concerns, and requests regarding accounts, products, and services in a timely and professional manner.
• Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer service to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• Execution of customer service activities through various communication channels including chat, email, and phone.

Analyst Expectations

• To meet the needs of stakeholders/customers through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
• Likely to have responsibility for specific processes within a team.
• They may lead and supervise a team, guiding and supporting professional development, allocating work requirements, and coordinating team resources.
• They supervise a team, allocate work requirements, and coordinate team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are:
  • L – Listen and be authentic
  • E – Energise and inspire
  • A – Align across the enterprise
  • D – Develop others
• OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area, and participate on projects broader than direct team.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Check work of colleagues within 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 in relation to the work you own or contribute to.
• Deliver your work and areas of responsibility in line with relevant rules, regulation, and codes of conduct.
• Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
• Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
• Make judgements based on practice and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day-to-day administrative requirements.
• Build relationships with stakeholders/customers to identify and address their needs.