Customer Service Advisor - Banking (Needs Met Agent)

• Act as the first point of contact for existing and new customers regarding loan enquiries and applications
• Handle incoming calls related to new loan applications, loan refinancing, and account enquiries
• Deliver a consistent, positive customer experience while resolving queries efficiently
• Accurately capture and maintain customer information in compliance with GDPR requirements
• Ensure all interactions meet banking regulatory standards and company procedures
• Maintain confidentiality and security of customer data at all times
• Manage a high volume of inbound calls while maintaining quality and efficiency
• Strive to achieve first-contact resolution wherever possible
• Support the delivery of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) set by DXC and its client
• Work closely with colleagues and Needs Met Supervisors to resolve complex customer enquiries
• Contribute to a collaborative team environment focused on delivering high-quality customer service

• Strong customer service and communication skills
• Ability to manage high call volumes in a contact centre environment
• Understanding of GDPR and data protection requirements
• Strong problem-solving and decision-making skills
• Ability to work effectively as part of a team-oriented environment
• Commitment to delivering excellent customer outcomes

May lead to a permanent role