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- Closing date:2 July 2010
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
- Conduct structured Personal Review interviews (face-to-face or by telephone) with customers to review their financial position and needs
- Identify sales, cross-sales and referral opportunities from their interviews
- Provide customers with ideas/options/advice on financial products and services that are directly relevant to their needs, helping our customers make the right decisions with their money-
- Be pro-active in the branch during down-time; greeting customers in the Branch to assist them with their general needs with a view to identifying sales opportunities
- Deal with incoming customer queries on the telephone or in the branch
- 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
Live the Retail Bank values:
Additional Website Text
To comply with European Commission State Aid requirements, RBS agreed to make a series of divestments to be completed within 4 years from December 2009- We announced on 4 August that we have reached an agreement to sell to Santander the RBS branches in England and Wales and NatWest branches in Scotland as well as the personal and SME accounts attached to these branches, the Direct SME business and some mid corporate customers- The sale is expected to take 12-18 months to complete from signing on 4 August so this means that it will be business as usual for our customers and employees for the foreseeable future and so we are continuing to recruit for roles as usual- This role is in scope of the sale
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