Full-time
Call Centre Agent
Posted on 02 April 26 by Auguste Cerniute
- Birmingham
- £ - £
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Job Description
Strategic Staffing Solutions International client is a leading global financial services firm providing investment banking, Global Market and investment management services to a substantial and diversified client base that includes corporations, financial institutions, governments, and high-net-worth individuals.
WHAT YOU'LL DO:
- Answer incoming calls from customers, providing product information, account opening services as well as account servicing and general support
- Build rapport with our customers to resolve service issues and customer question
- Take ownership of customer enquiries and respond to escalated customer issues in accordance with agreed procedure
- Support the day-to-day coverage of customer account maintenance processes including but not limited to application review and processing, money movement, correspondence and complaint handling and response
- Document all service interactions for each assigned customer in accordance with established procedures and compliance policies
- Recognise that quality is measured through call recordings and case auditing
- Meet established goals for all metrics, including call and case quality, productivity and customer acquisition by focusing on maximising service to customer
- Communicate professionally with customers, leadership and peers on status of accounts and escalations in accordance with established standard
- Complete ongoing compliance and remedial training as schedule
- Proactively identify any new issues or risks
REQUIREMENTS:
- Positive, self-directed, detail-oriented individuals with a passion to deliver exceptional service to customers and able to work independently in a team-oriented and fast paced environment
- Strong interpersonal and communication skills, negotiation skills are a plus
- Good problem-solving skill
- Is adaptable, high-energy levels and desire to help other
- Excellent team player
- Good analytical and problem-solving skills with a view to support changes to processes
- Excellent written and verbal communication skill
- Experience in a retail banking environment or other similar customer service environment