Client Advisor

Your Mission

• Within the Relations Center, manages a team of Ambassadors and closely monitors the quality of service they provide to ensure that it is in line with the defined KPIs.
• HOW WILL YOU MAKE AN IMPACT?
• Manage a team of Ambassadors within the Relations Center, ensuring the quality of service aligns with defined KPIs.
• Provide detailed product/service information and address complex customer inquiries.
• Record and process custom/special orders, coordinating with additional resources as needed.
• Handle advanced issue escalations promptly, providing managerial approvals when necessary.
• Develop and implement customer contact plans to communicate product launches and engage potential customers in sales campaigns.
• Act as the primary contact for customer queries and complaints, resolving issues or escalating them as appropriate.
• Set clear objectives for sales calls or meetings, using standard materials to present to customers and evaluate their interest.
• Support customer renewals through exceptional service, assisting sales teams as required.
• Monitor team members' use of the CRM system, resolving standard issues and escalating as needed.
• Identify and report instances of noncompliance with organizational policies and regulatory codes within the team.
• Participate in assessment and development planning activities, formal and informal training, and coaching to enhance personal capabilities.
• Assign short-term work schedules to team members to meet expectations within established timelines.
• Use performance management systems to improve personal and team performance, taking corrective actions to ensure timeliness and quality.
• Provide operational support services and occasionally act as a first-line supervisor in a transactional operations area.
• Maintain an understanding of relevant technology, external regulations, and industry best practices through ongoing education and professional development.
• Ensure compliance with the company's diversity and inclusion guidelines in all job responsibilities and interactions.
• HOW WILL YOU EXPERIENCE SUCCESS WITH US?

Experience