Personal Banker

• Resolve customer queries and issues efficiently while delivering a personalised experience across multiple communication channels
• Provide exceptional customer service by handling inquiries, resolving issues, and supporting client requests accurately and on time
• Collaborate with internal teams (sales, operations, risk, compliance) to meet customer needs and ensure smooth transaction execution
• Ensure compliance with regulatory requirements, internal policies, and risk management standards in all customer interactions
• Collaboration across multiple digital channels to personalise each interaction with a customer
• Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support
• Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time
• Support teams within the business operations function as needed, including risk management, compliance and collections
• Comply with all regulatory requirements and internal policies related to customer care
• To meet the needs of stakeholders/ customers through specialist advice and support
• Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles
• Likely to have responsibility for specific processes within a team
• They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard
• OR for an individual contributor, they manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams
• Check work of colleagues within team to meet internal and stakeholder requirements
• Provide specialist advice and support pertaining to own work area
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to
• Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct
• Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams
• Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise
• Make judgements based on practise and previous experience
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements
• Build relationships with stakeholders/ customers to identify and address their needs

• Graduate qualification
• Strong customer service and communication skills
• Ability to handle sensitive or complex information
• Knowledge of banking operations, compliance, and risk management processes
• International contact centre and voice experience preferred
• Risk and controls
• Change and transformation
• Business acumen
• Strategic thinking
• Digital and technology

International contact centre and voice experience

• Wellness rooms
• On-site cafeterias
• Fitness centers
• Tech-equipped workstations
• Mental health support
• Inclusive culture
• Flexible working arrangements
• Hybrid working
• Modern workspaces
• Collaborative areas
• State-of-the-art meeting rooms