Senior Agent, Customer Service (FC3)

Purpose of Role

The Senior Customer Service Agent provides routine factual information of a standard nature to external / internal customers via telephone about products, services, and or programmes. Responds to inbound calls by referring to established procedures, processes and standards for guidance. Some analysis and investigation with reference to existing procedures and policies are typically required to respond to customers’ queries. Undertakes proactive telemarketing calls to customers during promotional campaigns and at other appropriate predetermined occasions. Provides an excellent customer experience by responding to customer calls in a prompt, courteous, knowledgeable and professional manner. These calls can be from customers in Corporate, Retail and International segments of the Bank’s customer base.

Major Activities:

Key Accountabilities:

1. Provide detailed, factual and typically non-technical information to customers over the telephone and email – this information may be of a technical nature. Established procedures and policies to provide clear guidance to the incumbent for decision-making.

• Obtain complete information from customers, summarize and verify the facts.
• Identify customers’ problems. Analysis is limited to routine problem solving
• Conduct research which is limited to routine problem solving such as locating and providing factual information to customers. May contact associated departments to obtain information or trace documents.
• Provide customers with a straightforward explanation of recommended actions, and verify their understanding of the situation.
• Ensure that the information or solution offered meets customers’ needs
• Mails information to individual customers as required.
• Refer more complex matters and complaints to more experienced/senior staff.
• Perform limited supervision of junior staff.

2. Maintains a log of all customer service activities and updates records accordingly to ensure accurate record keeping and to assist in investigations.

3. Identify routine improvements to the job’s operating efficiency and recommends opportunities for improvements.

4. Periodically update knowledge about new products, procedures and organisational changes etc., to answer customers’ queries promptly.

5. Select the most appropriate solution or supplies the required information to customers following established guidelines, procedures and standards.

6. Ensures adherence to FirstCaribbean’s and departmental policies and procedures. Ensures compliance with FirstCaribbean’s laid down operational standards and that all processes are conducted according to established standards.

7. Adheres to service level agreements governing the department and ensures maintenance with clients.

Knowledge/Skill Requirements:

• Detailed knowledge of procedures processes and terminology relating to a field of work spanning the 17 territories that the Bank operates in.
• In depth knowledge of the Bank’s core operating system; ICBS and any related applications (training will be provided where required sufficient to retrieve information and enter data).
• Comprehensive knowledge of generally related administrative / operational activities sufficient to understand and apply them to the work performed.
• Thorough knowledge of external trends and developments for several areas sufficient to recognize issues pertaining to the work performed.
• Being fluent in a foreign language (Spanish, French or Dutch) would be an asset.
• Sound interactive / communication skills sufficient to communicate factual information on issues requiring detailed explanations.
• Strong influential skills sufficient to promote customers’ acceptance of recommended practices or processes.
• Excellent writing skills sufficient to draft letters and write straightforward explanations.
• Good self-planning skills sufficient to complete work within predetermined productivity standards. Unanticipated workload issues are referred to others for resolution.

Experience Required:

• Experience in customer relations by handling queries and providing information.
• Experience in a customer facing role.
• Experience in a Call Centre environment would be an asset.

CIBC FirstCaribbean International Bank Limited thanks all applicants for their interest, however only those

under consideration will be contacted.

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