Customer Service Representative- Wealth and Personal Banking

About the Company

TigerRisk Partners LLC – Associates takes pride in providing its customers with world class service. The company is committed to developing a workforce that mirrors the diversity of its customers, employees and the community it serves and operates in, as well as developing an inclusive environment that promotes the talents of the organization’s members and provides them with equal opportunities on the basis of merit. At TigerRisk Partners LLC – Associates, we are focused on creating value and making a difference tour customers and society, and creating a healthy work-place culture based on positive shared values. Within the organization, you will access various employee resource groups that seek to attain a healthy work-life balance and play a key role in shaping today’s and the future’s financial services, with multiple opportunities to learn, grow and develop.

TigerRisk Partners LLC – Associates is looking for talented individuals to join their Wealth and Personal Banking customer service team. The preferred candidate should be ambitious, passionate about delivering exceptional customer service and experience, and have a pleasant personality. The company is interested in individuals that are able to demonstrate a genuine passion for going over and beyond for the satisfaction of the Wealth and Personal Banking area customers.

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Roles and Duties Within This Role:

Play a key role within the customer service and experience team as the customers’ first point of customers with regard to their banking requirements, taking ownership of their individual needs, and delivering a personalized and exceptional customer experience.

Take ownership when handling customer calls, and other communication sources, and to provide the necessary information and/or support to ensure the acquisition of accurate information critical to satisfactorily meeting the client’s needs.

Educate customers on the company’s digital services and offerings.

Build relationships with both internal and external clients

Make use of various digital technologies and applications to enter customer data and information, and to provide each customer with the highest level and quality of service.

Advocate for the organization’s vision and values, and demonstrating this during every interaction with customers and colleagues

Deal with and resolve customer issues and queries through the established procedures

Ensure that the systems, FCA requirements and branded product/service and process knowledge are always up to date, and that all work undertaken complies with regulations.

About You

A diploma or undergraduate degree in business management, finance, commercial insurance, sales or other relevant field of study.

A strong team player with excellent interpersonal and communication skills

Good working knowledge of Microsoft Office applications- MS Word, MS Excel, MS PowerPoint and MS Outlook

Excellent attention to detail and ability to meet deadlines

Prior wealth and personal banking experience is a plus, but not required

Previous experience in using customer relationship management applications would be an added advantage

Personal Profile

I am an enthusiastic, diligent and personable financial services expert with over 3 years’ professional experience in customer service, helping customers solve complex issues. Self-motivated, highly organized with a zest for solving problems and delivering the best quality service to customers. I am flexible and adaptable, as well as capable of working in diverse and multi-cultural and fast-paced environments. I am also able to think on my feet and make quick decisions, work well under pressure and with minimum supervision, and get work done within deadlines. Looking to leverage my knowledge, skills and work experience to deliver exceptional customer service to the customers within the finance, banking and insurance sector.

Skills

Microsoft Office- Word, Excel, and Outlook- proficiency

Excellent communication and interpersonal skills

Organization and time management

Excellent customer relations and service

Financial literacy and knowledge

Numeracy skills

General carer experience

Problem solving

Writing and report generation

Professional Experience

DEF Inc - Customer Service Representative February 2020- April 2021

Duties:

Acted as the first point of customers in the organization

Developed knowledge of the products and services offered to customers in order to provide them with exceptional service

Helped customers with their queries and resolved their issues and complaints.

Gave customers information on the various products and services available to them.

Assisted with daily transactions and servicing

Developed long-lasting relationships with clients and potential customers.

Pearson –Front Desk Receptionist November 2017- December 2019

Duties:

Provided customer service- welcomed guests and helped them with their needs

Creating a rapport with customers, understanding their needs and giving them excellent customer experience

Answering incoming telephone calls, and directed them as appropriate

Addressed customer complaints and concerns

Received correspondences and sent them to the right offices

Managing front desk by ensuring its cleanliness and availability of needed supplies.

Managed databases and filing systems

Generated reports

Processing invoices and reconciling expenses.

WorldOne Research - Call Centre Attendant June 2014- July 2017

Duties:

Handled incoming and outgoing calls, and directed them as appropriate

Took ownership of customers’ calls and emails, and provided with the necessary information and/or solved their issues in a manner that provided them with an excellent customer service and experience.

Planned, coordinated, and administered surveys and market research activities

Collected and analyzed product and market information and people’s perceptions and attitudes towards certain consumer products or services.

Interests and Hobbies

Reading books and journals

Watching documentaries

Playing and watching basketball

Hiking and camping

Road trips

State the sector you wish to work in and why you have chosen it. What changes do you expect to see in this sector in the next 5 years?

The sector I have chosen to work in is the finance, banking and insurance sector. I chose the finance, banking and insurance sector because of the multiple personal and professional development prospects it has, as well as because my skills, knowledge and capabilities match the key requirements critical to it, and will thus enable me to thrive in it. The financial service sector has been highlighted as one of the top sectors and whose jobs were highly marketable and on demand. This is according to the Hays Salary & Recruiting Trends 2020 guide, which identified salary as one of the top five specialist skills that most employers sought and needed (HAYS UK SALARY & RECRUITING TRENDS, 2021). This is also supported by the most recent Employer Skills Survey carried out in 2019, but published in October 2020, by the Department for Education, which covered England, Northern Ireland and Wales. The results of the survey show that there was a 4% decrease, from 17% to 13%, in the skills-shortage vacancies (SSVs) density. However, despite this decrease in the SSVs density, it was still difficult for nearly half of all the sector employers to obtain various financial skills, among them complex analytical skills, from the existing applicants (Employer skills survey 2019, 2021). This finding highlights the potential of the sector, with regard to the availability of various jobs. Thus, developing the necessary skills and knowledge relevant to the requirements that the sector employers seek would enable me to strategically position myself in the sector.

I also chose the sector because of the personal attributes that I possess, such as my true interest in the sector, a logical mind, attention to detail, accuracy and the ability to work flexibly, under pressure and with minimal supervision. I am also technologically savvy with a digital mindset, and a quick study, with the ability to learn and unlearn- attributes that will enable me to succeed in today’s dynamic and challenging financial sector and business environment.

The other potential prospects available in the sector that made me choose it are: starting salaries of between £30,600 and £50,000 paid by the Times Top 100 Graduate Employers, according to the High Fliers’ The Graduate Market Survey in 2021 (2021); salaries that increase as one attains professional qualifications, significant bonuses, good progression opportunities, and other benefits and incentives, such as joining-up bonuses, health insurance and pension plans.

Among changes expected in the sector in 5 years revolve around the sectors’ regulation and increased digitization. Changes in regulation, some of which have started, can be attributed to Brexit which necessitated business restructuring, which will in turn impact on the over 1 million employees in the sector. Given the magnitude of its operations, this restructuring would take quite some time although the sector is already responding to this challenge by planning for these eventualities.

The Covid-19 pandemic brought about unprecedented disruption of the sector. Although customers were already demanding more services and choices, personalization, flexibility, among other things, the pandemic accelerated these trends by forcing the sector to turn away from their traditional banking models and to adopt digital and virtual ways of delivering services. As a result, it is expected that the sector would soon require those joining it to keep abreast of these developments and develop their financial and technical skills.

What skills and experience will you need to develop now and in the future to equip yourself for success in your chosen role?

On the basis of the Career EDGE model by Pool and Sewell (2007), among the key skills and experience that I would need to succeed in this role include learning, market analysis and awareness, communication, customer service and emotional intelligence. I have already developed learning, communication and customer service skills and experience, and seeking to develop my market awareness and analytical skills, and emotional intelligence. To develop my emotional intelligence, I will undertake to continuously interact with various individuals from the not only the financial sector, but also a variety of other backgrounds. Interacting with people will enable me to meet those with higher emotional intelligence and who can see things from other people’s perspectives, thereby enabling me to know how they think. Among the activities I will engage in to enhance my emotional intelligence are volunteering, part-time jobs, involvement in various societies and co-curricular activities, and travelling, all of which will contribute to expanding my horizon.

Another personal development activity to improve my emotional intelligence would involve meditation and reflection. Reflecting and meditating will enable me to understand myself and how I think, as well as identify strengths and circumstances that lead me to be my best, and weaknesses or negative behaviors that prevent me from being at my best, and to develop strategies to improve the weaknesses. Some of the activities that I will undertake include wide reading and journaling. Reading news, articles and opinion pieces from a broad range of sources will enable me to take into account the different stands taken regarding various issues and why, not necessarily to change my view, but to understand why people think as they do. Journaling will assist me to keep a record of the day’s or week’s thoughts, activities and successes, and help me focus on the bigger picture. Reviewing my journal records or entries will provide me with an opportunity to reflect back on my day or week. This will positively influence my emotional intelligence by putting me in a good mood, keeping me focused and motivated, improving my goal-setting, and promoting my creativity.

Dig deeper into Customer Service Management with our selection of articles.

To gain experience in and develop my market analysis and awareness skills, I will work with a mentor that I have been in contact with on LinkedIn and whom I have volunteered to work with on some of their projects. I will also enroll for and complete a free online course in market awareness and analytical skills on Udemy.

References

GOV.UK. 2021. Employer skills survey 2019. [online] Available at: [Accessed 17 November 2021].

Hays.co.uk. 2021. HAYS UK SALARY & RECRUITING TRENDS. [online] Available at: [Accessed 17 November 2021].

Highfliers.co.uk. 2021. The Graduate Market in 2021. [online] Available at: [Accessed 17 November 2021].

Pool, L.D. and Sewell, P., 2007. The key to employability: developing a practical model of graduate employability. Education+ Training.