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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing complex customer complaints and providing comprehensive support across a range of banking products. Proficient in risk assessment, relationship building, and effective communication to ensure customer satisfaction and compliance with regulatory standards.
Highest-signal resume keywords
Customer Service ExpertiseRelationship BuildingBanking Product KnowledgeAML/KYC/KYB AwarenessCommunication And Influencing
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Complaint ManagementRisk AssessmentRegulatory ComplianceProcess ReviewInvestigation Skills
Soft Skills
Problem-Solving Under PressureCollaboration Across TeamsInfluencing Skills
Tools & Technologies
CRM ToolsSalesforce
Industry Keywords
Bank AccountsSavingsBusiness BankingCredit CardsNon-Regulated Products
About the role
Key responsibilities & impact- Personally manage complex complaints as the customer’s sole point of contact
- Handle complaints relating to non-regulated products including bank accounts, savings, UPLs, business banking and credit cards
- Respond to complaints received in writing, by email or over the phone
- Liaise with business areas and senior stakeholders
- Conduct thorough investigations into the customer journey
- Review whether processes or policies failed
- Reach appropriate complaint outcomes within regulatory timeframes
- Identify, assess, manage and report risks
- Follow risk and controls frameworks, policies and regulatory requirements
- Escalate customer support, conduct, compliance and reputational risk issues
- Empower and participate in speaking up and challenging practices
- Support the line manager with potential policy or approach issues
Requirements
What you’ll need- Proven experience in customer service and providing expert information on a wide product range (Required)
- Proven track record in building relationships and supporting the financial needs of customers (Required)
- English (Required)
- Understanding of banking products (Required)
- AML/KYC/KYB awareness (Required)
- Familiarity with CRM tools such as Salesforce (Preferred)
- Relationship building (Required)
- Communication and influencing (Required)
- Collaboration across teams (Required)
- Problem-solving under pressure (Required)
- Ability to attend the office at least 12 days per month
- 100% completion of mandatory training
Benefits
Comp & perks- Wellbeing partners and access to wellbeing apps
- Discounted gym and fitness access
- Weekly online wellbeing classes
- Flexible healthcare and mental health support
- Enhanced family leave
- Childcare options
- Tailored wellbeing support
- Volunteering opportunities
- Global growth opportunities
- Career development, learning new skills and international career opportunities
- Hybrid working pattern