Role Profile: Customer Service Specialist
Responsibilities:
- Meet Business service levels agreed for various
services
- Prompt, accurate and courteous service fulfilling
promises made to customers. Under- promise BUT over deliver!
- Achieve high number of calls as individuals
without compromising on the quality and professionalism
- Support and give accurate feedback on Marketing
programs in connection with Promotions of new or existing
services/products
- Ensure to maintain high level of service quality
standard on phone banking making Client Centre a one stop shop for
telephony banking.
- Ensure successful or minimal Audit comments.
- Ensure to capture all the inbound calls into the
customer complaint resolution register
- Ensure that control lapses are identified in time
and all significant risks are escalated to line management in time.
- Monitor, escalate and ensure closure of any
control lapses.
- Ensure all process & or system issues are
promptly logged in and followed through for solution.
- Ensure no reputation risk through strict following
of CDD and AML guidelines.
Processes
General
- Perform end-to-end orchestration across all
processes and services managed by Operations department.
- Engage clients throughout process, ensuring
seamless delivery and client experience
- Own and drive execution of processes, working
closely with stakeholders and the value chain to deliver excellent client
service, getting clients to the point of ready-to-transact as quickly as
possible, across both simple and complex cases.
- Adheres to first time right principles
- Provide insight and suggestions to improving
processes, identifying opportunities to streamline and automate. Looks at
ways to promote standard work and best practices.
- Undertake ad-hoc duties and when delegated by Line
Manage
Strategy
Targeted Improvements
- Act as a service partner, work together with RMs,
Product Sales, Operations and other key internal stakeholders to solve
client channel issues and identify opportunities to improve overall
service for the clients
- Deliver excellent service against agreed service
standards, delivery standards, and minimal error rates as appropriate.
- Drive continuous improvement of the operational
efficiency and effectiveness of processes to increase the consistency of
systems and processes
People and Talent
- Develop and implement a personal learning plan
with team manager, to attain necessary competencies
- Successfully complete milestones as laid out in
implemented personal learning plan
Risk Management
- Awareness and understanding of the regulatory
framework in which the Company operates, and the regulatory requirements
and expectations relevant to the role remit
- Comply with applicable Money Laundering Prevention
Procedures and report any suspicious activity to the operational risk team
and Line Manager
- Report any deviation (if any) to appropriate
authorities and obtain proper dispensations
- Proactively manage risks and establish/monitor
controls to improve the overall state of the risk management and operating
framework
Governance
- Ensure strong due diligence on document
safekeeping and data confidentiality
- Ensure correctness of documentation prior to any
dispensation from the company
- Ensure compliance with the internal policies and
credit policies, external policies, regulatory and statutory requirements
- Undertake periodic self-assessment on key controls
to assess the proper functioning and adequacy of existing controls
- Highlight significant issues/errors to team leader
Regulatory &
Business conduct
- Display exemplary conduct and live by the
Company’s Valued Behaviours and Code of Conduct.
- Take personal responsibility for embedding the
highest standards of ethics, including regulatory and business conduct.
This includes understanding and ensuring compliance with, in letter and
spirit, all applicable laws, regulations, guidelines and the company’s
Code of Conduct.
- Achieve the outcomes set out in the Company’s
Conduct Principles: Financial Crime Prevention; The Right
Environment.
- Effectively and collaboratively identify,
escalate, mitigate and resolve risk, conduct and compliance matters.
Key Stakeholders
Internal
- CEO Solv
- Commercial Leads
- Business and Product leads
- Front Office (Sales team)
- Risk Team
Qualifications
- Strong ability to positively influence
stakeholders across the value chain to both orchestrate and execute on
processes and deliver exceptional client service and experience
- Ability to positively engage and build rapport
with clients
- Strong writing and presenting skills in English
- Problem solver; looks for solutions and finds ways
to progress despite blockages
- Strong drive to deliver
- Has a clear understanding of the client needs
being serviced
- Ability to work independently without direct
supervision and able to cope with pressures from tight deadlines
- A team player with good interpersonal skills
How to Apply
Send CV to recruitment@sheerlogicltd.com by 15th August 2022.
Clearly indicate the job title “Client
Service Specialist”