Priority Banking - Customer Service Representative
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Key skills for this role
About the Role
Client Relationship Management ▸ Resolve customer issues efficiently while ensuring first-contact resolution whenever possible. ▸ Manage customer complaints and escalations w.
Key Skills for This Role
Full Job Posting
1. Client Relationship Management
▸ Resolve customer issues efficiently while ensuring first-contact resolution whenever possible.
▸ Manage customer complaints and escalations with professionalism and ownership.
▸ Follow up proactively on resolved complaints to ensure client satisfaction and retention.
▸ Maintain a personalized approach by understanding customer preferences and banking needs.
2. Operational Excellence
▸ Adhere to service level agreements, quality standards, and compliance requirements.
▸ Ensure proper verification and authentication procedures are followed for every customer interaction.
▸ Handle sensitive customer information with the highest level of confidentiality.
▸ Identify opportunities to enhance customer satisfaction and loyalty.
3. Compliance & Risk
▸ Adhere strictly to regulations and internal bank compliance policies.
▸ Always maintain complete confidentiality and data security.
▸ Maintain awareness of AML, KYC, data privacy, and information security requirements.
4.Quality & Continuous Improvement
▸ Consistently meet or exceed KPIs including CSAT, NPS, FCR, and AHT.
▸ Provide structured feedback on client pain points to drive continuous service improvement.
▸ Participate in coaching sessions, quality reviews and ongoing product training.
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