Based in the branch network you will lever the strength of the RBS and NatWest Brands and loyal customer base of 13 million people- At RBS, the vision for UK Retail is to become Britain's most helpful and sustainable bank- Our people are key in helping us achieve this, which is why we place a high priority in recruiting the very best people with the right skills, experience and behaviours- You will make a highly visible impact on branch performance and make sales through excellent customer service- Please contact yvonne-ruddyrbs-co-uk tel 07824 406089
Job Description
Working effectively with the branch team to build stronger and more profitable relationships with our customers, through the sale of products that meet our customers' needs and excellent customer service
Requirements
You will have customer service experience and be comfortable working with targets- Ideally, you will have worked in the financial products industry i-e- mortgages, loans, credit cards etc however this is not essential- Many successful Customer Advisors have come from mobile phone, retail or contact centre roles it's more important that you have experience helping customers and putting their needs first-
Responsibilities
- Identify complaints and take ownership of complaints which can be resolved immediately, in accordance with the group complaint handing standards-
- Manage their diary - ensure they maintain a full diary of appointments or contacts to make with customers
- Generate leads through telephoning customers ('warm' calling)
- Check quality and potential of the referred customers prior to the customer meetings (using data held on internal data-base)-
- Maintain their knowledge of the Bank's range of personal products and services (largely loans and mortgages)
- Ensure their paperwork is kept up-to-date - e-g- faxes, referral of leads, logging concerns, completing applications, monitoring progress of applications on behalf of customer, managing their customer pipeline (e-g- future needs)
- Monitor own sales performance at regular intervals in a day Working effectively with the team
- Coach and work with CSOs, receptionists and dedicated Prospectors to enhance their ability to develop leads and increase the quality and volume of referrals
- Take leading role in the weekly Branch DOFT huddle
- Attend daily preview/review CA team meeting and share knowledge
- Consistently follow the Bank's key control, credit, cash, fraud and other operational processes
- Ability to demonstrate complaint handler competence level 1 and designated complaint handler where required
- Demonstrate helpful banking behaviours
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