Primary point of contact for bank clients for professional Trade advice, enquiries, resolving of discrepancy and transactional errors.
Responsible as primary contact for clients / internal stakeholders related to issue on Trade, but not limited to.
Handle all customer service related issues / activities on Trade
Key Result Areas
Provide the highest standard of client service in response to client Trade Enquiries, Service
Requests and Complaints. Delivery simply first class service and contribute to the team effort in achieving agreed service standardsMonitor and proactively update client on all pending Trade enquiries.
Understands when and where to escalate potential issues using the detailed escalation / TAT matrix.
Identify client expectations and needs for quality client service and escalate to relevant units to ensure end-end solution / satisfaction or inform client if solution is not available / possible.
Engages RM, Product Sales, Operations Partners and other key internal stakeholders to solve client Trade issuesAs part of service network, provide assistance to other service teams by contacting banks locally (if required) towards resolution of enquiries and issues.
Builds and maintains internal networks.
Maintain up-to-date records of all client Trade enquiries on CRM.Responsible for effective service recovery progress through complaint logging and handling.
Continuously update and maintain knowledge database. Maintain and develop up to date specialist process in order to act as the primary source of reference for colleagues, internal and external customers.
Escalate issues which are pending at end of day to Team Leader and ensure follow up on next working day for timely completion
Maintain a professional MB image through all interaction and communication with clients
Complete any assignments which might be given by the Team Leader.
Be responsible to design, implement and execute all necessary actions to assure a high quality of customer service for CIBG customers
Define resolution levels and escalation process, response times and workflow for problem resolution
Define scripts per level of escalation and problem resolution
Implement necessary systems to monitor and track problem resolution, inquiries and performance
Analyze feedback reports to update sales and product teams
Generate action reports to activate actions on sales and product teams
Analyze customer feedback reports to improve product functionality, processes and tech infrastructure.
Knowledge, Skills and Experience
Customer Service model should be in place with clear definitions of delivery channels, escalation processes, problem resolution and response time
Build infrastructure and appropriate technology to conduct customer service needs.
Analyse customer data and processes to organize and set up adequate customer service model and infrastructure.
Manage all tax, legislation and marketing issues for appropriate customer service.
Track all activities and generate performance reports and action reports
Generate periodic feedback by organized and structured reports to GTS product and sales teams.
Effectively conduct outsourcing processes and agreements with 3rd party providers on customer service activities.
Set up the adequate teams to support customer service needs for all CIBG
Assure high quality of service to all business divisions within CIBG
Be the key driver in the definition and execution of overseas support and roll out of GTS customer service
Train staff on product, services, solutions of the Bank’s offering, as well as on problem resolution, escalation processes and problem tracking
Implement the necessary applications and processes to automate the whole process, to minimize time response and to assure a proper identification and monitoring of problem resolution.
Problem Resolution Satisfaction (PRS) scores to be within industry standards.
May 14, 2018