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Customer Service Advisor - London, United Kingdom - Intelligent Resource Ltd

Intelligent Resource Ltd

Verified Company

London, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

The Role:

Many company's clients will be global, holding accounts in the UK &/or US, so setting client expectations and delivering consistent follow up with them is a critical deliverable in this role. The CSA is accountable for delivering a onestop client experience and ensuring seamless coordination when other colleagues are engaged.
CSAs have to demonstrate experience in the ability to identify and resolve client problems/issues, and product and service issues. CSAs have accountability for understanding and adhering to bank policies and procedures, complying with legal and regulatory requirements are also critical components in this role.
Collaboration with other CSA colleagues and operational support teams is imperative to delivering on the client experience and satisfaction, and ultimately contributing to the companywide net promoter score (NPS) targets and objectives.
CSAs must be able to assess client service situations, direct solutions, and provide a high level of proactive followup to clients. They must be articulate and able to discuss all of the bank's primary products and services comfortably with clients. They develop relationships through outstanding service support to company's clients and represent the company's brand.
A "continuous improvement" focus is required to drive improvements in efficiency and to spot opportunities to automate, simplify and streamline in order to enhance the client experience and further."

Responsibilities:

Take full ownership, from a Client Service perspective, of a dedicated portfolio of clients building strong working relationships with a select client segment.
Display SME level knowledge by playing an active role in the cross training of new/more junior team members.
Provide realtime technical support, to our clients, for all the company's online payment and card channels.
Form strong client relationships through regular verbal communication, understanding our client's business and priorities.
Client advisory through proactive analysis, identifying operational efficiencies, repair reduction and selfservice opportunities.
Tailoring your service approach according to client needs to influence positive 'client satisfaction' survey responses.
Prompt handoff to the complaints team of any customer driven complaint received.
Acts as a resource as well as a coach/mentor to junior team members.

Skills & Experience:

Several years' experience in banking or card operations, or a prior client facing role.
A strong understanding of cash management, payment clearings and/or corporate card programs.
Strong interpersonal, analytical, problem solving, organizational, prioritization, decisionmaking, and conflict resolution skills.
Excellent communication abilities, including strong written and verbal skills, and the ability to explain complex issues and convey information, both internally and externally, in an articulate and professional manner.
Adept at understanding and interpreting simple to highly complex client inquiries.
Highly effective at recognizing key operational risks facing clients and the company and determining where and when to redirect.
Desire to learn and develop a full understanding of products, processes, and enhancements and committed to continued professional improvement.
Team player, partnering with various teams and verticals, from Operations, through to Product and the Front Office teams, to provide a seamless delivery to the client.
Enthusiasm for delighting clients.

Salary:
£199.00-£200.00 per day

Benefits: