S&S Banking Consultant at Suncorp Bank supporting customers with digital banking. Delivering customer service and facilitating onboarding processes using digital engagement tools.
Responsibilities
Deliver customer-obsessed service that drives customer satisfaction and first call resolution
Provide timely and accurate information on Everyday Banking enquiries, account openings and processes via telephone and/or online channels
Support and educate customers on how to use our digital platforms for personal banking, empowering them to self-serve with online banking features
Provide support for digital onboarding processes, ensuring a seamless experience for new customers to make the most of their banking
Demonstrate the ability to listen, build trust and ask the right questions to exceed customers’ expectations and improve customer outcomes, resulting in strong NPS outcomes
Contributes to a team culture that is balanced across people, customer, risk, and performance
Ensures compliance with all internal policies and procedures and external requirements, including legislative requirements such as Privacy and FSRA as well as the Underwriting Guidelines
Requirements
Experience in delivering high quality customer experience
Comfortable with digital customer service platforms to assist customers in real-time
Ability to navigate and troubleshoot common digital banking applications and mobile services with customers
Understanding of digital verification and ID validation systems used in customer onboarding
Proficiency in digital payment technologies, such as mobile wallets and online payments
Ability to handle and assist with digital banking queries, empowering customers to manage their accounts online
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