Officer, Digital Service Specialist, Customer Segments, Consumer Banking Group
Core
Proactively contact and assist customers who have started but not completed digital banking application processes via phone and digital channels.
Role type
Digital service specialist (customer service)
Builds
Digital customer journeys and application completion rates
Domain
Consumer banking / Digital services
Deliverable
product features
Required skills
proactive outreach, process guidance, issue resolution, case tracking, data analysis, compliance adherence, cross-functional collaboration
Preferred skills
digital service experience, customer journey optimization, report generation
Responsibilities
Contact customers to guide them through incomplete digital application steps; clarify issues and provide operational instructions; track case progress and record outcomes; analyze service feedback to identify process bottlenecks; optimize FAQs and service scripts; ensure compliance with data protection and internal control standards; collaborate with operations and digital teams on cross-unit cases.
Seniority
Mid-level, hands-on IC