Customer Service Executive Voice|CCM

Role Title: Financial Support Advisor (Voice)-GSC’S

Global career Band:7

· Role holders are expected to be accountable for their customer outcomes and make decisions and judgments on accounts in relation to; - default and demand status; - handling specific cases of vulnerability (without call hand off);

· applying forbearance solutions to accounts that have financial impacts for customers by completing full affordability assessments & - cross product trained across the brand.

What you will do:

Principal Accountabilities: Key activities and decision making areas

Impact on the Business/Function

· relies on its Financial Support Team to work closely with customers who are in financial difficulties in order to deliver positive, appropriate and sustainable outcomes. Judgment is required depending on the circumstances upon which a financial statement and affordability assessment is required

· We endeavor to deliver a high value, professional and quality service to our customers. By putting our customers at the heart of everything we do we manage the value of contact by crafting solutions that best meets the needs of our customers and the bank whilst operating in line with the principles of the regulatory framework.

· The revised forbearance policy has created more options to utilize a broader suite of solutions for customer’s individual circumstances. Decision making is not process/matrix driven but has to be individually crafted by the individual based on circumstances. The delivery of fair customer outcomes is based upon the role holders ability to apply the above when working with customers.

· Positive and professional experiences engender customer loyalty. Customer loyalty drives long-term profitable growth. Delivering positive and professional outcomes for our customers and helping them to regain financial stability are fundamental to building a sustainable business.

Customers/Stakeholders

· An Advisor needs to be professional, knowledgeable and able to adapt to meet the specific needs of each individual customer. The role holder handles the customers’ circumstances at first point of contact (first touch/one touch resolution) and is responsible for adherence to all of the regulatory requirements within their charge.

· Connect in a manner that promotes customer belief that can help them during a period of financial difficulty. Providing our customers, the confidence that understands their specific situation and concerns. Delivering the best solution(s) options to meet their needs.

· The role holder is responsible for ensuring the agreement/solution with the customer is sustainable for the long term, thereby delivering an appropriate customer experience, delivering a fair outcome based on individual circumstances for our customers and the bank.

Leadership & Teamwork

· The jobholder is expected to positively cooperate toward total team goals, willingly share knowledge and information with others and participating in open communication.

· The jobholder should support a positive workplace environment by encouraging cooperation, teamwork and identification with the organizational unit by participating in team meetings and through the timely implementation of feedback and training received.

· The jobholder is expected to be a dependable, goal orientated, motivated team member who takes personal ownership for the continuous improvement of their skills.

Operational Effectiveness & Control

· To meet the agreed-upon Operational standards for quality, efficiency and effectiveness. The role holder will have enhanced authority levels in line with the decision matrix (attached) to facilitate the one touch resolution approach

· To adhere to all regulatory requirements and operational policies and procedures.

· To escalate/report issues, suspicious activity or lapses of controls observed..

Major Challenges

· The Financial Support Team play an important part in the bank. We support customers during their most financially difficult times and in some instances the most vulnerable customers of our society. We have an integral duty of care to ensure that these customers are handled appropriately as getting it wrong can have damaging and irretrievable impact.

· It is extremely important that one takes ownership for fully understanding each customer’s individual circumstances. Thereby delivering an appropriate customer experience, delivering the best result based on individual circumstances for our customers and the bank.

· The policy and procedures within the Financial Support team have changed impacting the Forebeabance suite on offer in response to the regulatory environment. The ability to stay abreast and adapt to the macro environment and the continual changes within the regulatory world is critical from both a skill and propensity to respond to change eg resonse to COVID-1+ (agile and rapid changes required to support customers within exacting timeframes)

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

· The jobholder is required to have a strong understanding of operational policies and procedures, product and system knowledge, and skills to support customers in financial difficulty.

· Ability to execute role responsibilities across multiple types of products which may include the need to understand nuances of different brands, systems and/or processes

Management of Risk

· The jobholder will ensure the fair treatment of our customers both personally and as an organization, is at the heart of everything we do, recognizing the value of the relationship. Treating them fairly throughout every interaction and by taking ownership for fully understanding the individual circumstances and needs.

· The jobholder will also continually reassess operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring. The jobholder will address any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls

The jobholder is required to ensure adherence to all quality and compliance controls and standards, consistently demonstrating adherence to the defined regulatory requirements and operational policies and procedures

Qualifications - External

What you will need to succeed in the role

· This is a full time calling job.

· Should have passed the Higher Secondary School examination or the equivalent. Higher qualification not a bar provided aspirations are commensurate with the position

· Previous experience of working (3 – 4 / 5years) in a Customer Service environment and/or supporting customers in financial difficulty.

· Excellent communication/skills – both conversational and written.

· Ability to work using a variety of systems on a computer.

· Ability to organize work independently and as part of a team.

· Positive attitude – demonstrating teamwork and cooperation towards the achievement of operational goals and addressing barriers to exceptional customer service.

· Previous experience of working in a Customer Service environment and/or supporting customers in financial difficulty.

· Deal with an array of complex delinquency situations, employing effective decision making skills and knowledge when applying resolution tools that best meets the needs of the customer needs.

· Empathetic approach with ability to build rapport and engender trust.

· Committed and enthusiastic to an ever changing environment to take responsibility for own development, seeking regular feedback and challenging yourself to improve