Personal Banker

About the role

To operate as the first point of contact and provide an exceptional level of service to International Personal Banking (IPB) clients through a number of channels (Phone, e-mail & face to face) within the team, offering financial solutions to clients within defined parameters and governance processes. Always operate with a mindset on client centricity and continuous improvement.

Applicants must be eligible to work in the Isle of Man; this role does not offer relocation or sponsorship.

Responsibilities

• Act as the first point of client contact for any notice to close instructions, and interact with the BCU to resolve posting restriction issues.
• Act as the point of referral for more complex BCU related queries, handing off the interactions relating to deceased clients and fraud.
• Adopt a positive attitude to change and be part of the team’s engagement to ensure a positive adoption of change related project outputs.
• Build relationships with IPB customers by understanding the customer and servicing the customer needs appropriately.
• Engage proactively with other departments, keeping up to date with professional reading, completing internal training requirements, attending lunch and learn sessions and pro-actively understanding end to end processes.

Requirements

1–2 years experience in Personal and Private Banking; ideally experience in a similar banking/financial role or strong customer service background.

Qualifications

Minimum Qualification: GCSE's or A levels

Skills

Behavioural Competencies:

• Adopting Practical Approaches
• Embracing Change
• Examining Information
• Following Procedures
• Interacting with People
• Upholding Standards

Technical Competencies:

• Active Listening
• Contact Centre Customer Relationship Management
• Difficult Calls Management
• Query Resolution
• Telephone Caller Handling
• Verbal Communication