Job Title:

Job Description

Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's products or services.

In this role, you will:

• Be the friendly face and voice of our client, providing exceptional service to our valued customers across multiple channels (phone, email, chat).
• Act as a financial advisor and problem-solver, patiently guiding customers through their banking needs and addressing their concerns.
• Possess a deep understanding of banking products and services, including accounts, loans, investments, and more.
• Proactively identify opportunities to upsell and cross-sell, contributing to the bank's growth.
• Maintain accurate and up-to-date customer records and ensure compliance with all banking regulations.
• Work collaboratively with internal teams to resolve issues and provide seamless customer experiences.
• Contribute to a positive and productive work environment, fostering teamwork and collaboration.

Essential Functions/Core Responsibilities:

• Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’)
• Clarify customer requirements; probe for understanding and use decision-support tools and resources to appropriately provide resolution to the customer.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer.
• Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work including appropriately notating accounts as required.
• Participate in activities designed to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
   
  

Candidate Profile:

• Minimum of high school diploma with 6 months of experience in a customer service role, preferably in the banking industry.
• Excellent communication, interpersonal, and negotiation skills. Thrive in a fast-paced environment and build rapport with diverse audiences.
• Ability to fluently communicate in the required language of support, both written and verbally.
• Ability to multi-task, prioritize effectively, be flexible and adaptable to changes, and meet deadlines consistently.
• Basic computer navigation skills and PC Knowledge
• Ability to work as a team member, as well as independently.
• Dependable with proficient attention to detail
• Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner.
• Able to rotate shifts, as needed.
• Strong problem-solving and analytical abilities. Can quickly assess situations, identify root causes, and develop effective solutions.
• Courteous with a customer-centric mindset. Passionate about exceeding expectations and delivering exceptional service.
• A strong understanding of financial concepts and principles (a plus).
   

Based on location and/or program, additional experience/skills may be required

*Job requirements may vary by country and will not contravene any local laws

Career Framework Role:

Each program requires a basic skill set and product-specific knowledge to perform routine tasks within simple processes. You will work with close supervision and clearly defined procedures.  You are starting to demonstrate familiarity with client terminology, operating standards, and procedures.  Starter without sustained metric performance levels.

We offer a competitive compensation and benefits package, along with a vibrant and supportive work environment. Join us and be a part of a team that is passionate about making a difference in the lives of our customers and our community!

Disclaimer :

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal-opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic.

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