Senior Customer Service Advisor
Core
1st line customer service support for Retail and SME customers via Chat and Telephony, handling case management, complaints, KYC, and complex account issues.
Role type
Senior Customer Service Advisor (1st line support)
Builds
Customer resolutions, complaint handling, KYC case referrals, and process improvements for Allica Bank's Retail and SME product lines.
Domain
Financial Services / Banking
Deliverable
client delivery
Required skills
Customer service experience, core banking systems, social media interaction, complex complaint handling, KYC processes, workflow/task management tools, financial services regulations knowledge, oral and written communication, adaptability under pressure, problem-solving, administrative task management, quality control adherence.
Preferred skills
Experience in account opening/servicing/closing, payments processing, general enquiry management, managing service providers, driving customer service innovation.
Responsibilities
Field inbound communications (voice, chat, social media) to resolve issues and manage complaints; perform case management including outbound communications and letter writing; handle exceptions like KYC, vulnerable customers, and deceased/power of attorney cases; identify process improvement areas; support other teams on customer engagement; adhere to quality control and compliance policies.
Seniority
Senior, hands-on IC