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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates exceptional customer service skills through various communication channels while effectively resolving complex customer inquiries. Proficient in relationship-building and risk management, with a strong focus on compliance and process improvement.
Highest-signal resume keywords
Customer Service ExperienceRelationship-Building SkillsRisk ManagementClear CommunicationDigital Banking Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Care ProceduresProcess ImprovementReport PreparationPerformance AnalysisCompliance Standards
Soft Skills
EmpathyTrust BuildingAdaptabilityConfidenceCollaboration
Tools & Technologies
Digital ToolsBanking Services
Industry Keywords
Retail BankingCustomer-Facing RoleStakeholder EngagementCustomer Needs AssessmentBest Practices
About the role
Key responsibilities & impact- Provide exceptional customer service through chat, email, phone, and in-branch or local hub interactions
- Resolve complex and specific customer needs with personalised solutions
- Build relationships with Retail Banking customers and provide guidance on products, services, and digital solutions
- Collaborate with teams across the bank to align and integrate customer care processes
- Identify process improvements and recommend changes
- Provide feedback and coaching to colleagues
- Develop and implement customer care procedures and controls to mitigate risk
- Resolve inquiries and issues involving account balances, transactions, payments, products, and services
- Prepare reports and presentations on customer care performance for senior stakeholders
- Identify industry trends and implement best practices to improve customer care efficiency and effectiveness
- Manage risk and strengthen controls in line with rules, regulations, and codes of conduct
- Build relationships with stakeholders and customers to identify and address needs
Requirements
What you’ll need- Experience in customer service, retail, hospitality, or another customer-facing role supporting customers with more complex queries or needs
- Empathy and ability to build trust with customers
- Ability to deliver excellent customer service
- Confidence engaging with customers, understanding their needs, and providing guidance
- Clear and professional communication, adapting approach to different customers and situations
- Risk awareness and ability to follow processes and maintain compliance standards
- Relationship-building skills to understand wider customer needs and identify additional support and solutions
- Confidence using digital tools and technology and helping customers navigate digital banking services
- Ability to work 5 days per week, including some weekends
- Ability to travel to and cover local sites in Livingston and Stirling 3 days a week
Benefits
Comp & perks- Pension plan
- Private medical insurance
- Life insurance
- Income protection
- Full training
- Support from a collaborative team
- Career growth opportunities