About this role
Role Overview
- Provide guidance and assist team members and the wider business with difficult customer scenarios
- Support the need for change and champion this across the CSC and wider business
- Respond to customer queries across the Platinum Plus & Premium customer segments
- Work efficiently and flexibly within the day to deliver required outcomes
- Proactively identify customer contact trends and recommend process improvements
- Detect customer retention risks and take appropriate action to resolve or escalate issues
- Serve as a reliable and accurate source of information for both internal and external customers
- Take ownership of customer concerns, complaints, escalations, and fast tracks
- Perform administrative activities—including research, investigation, and assessment
- Identify cross‑skilling opportunities and participate in planning sessions
- Provide subject matter expertise to support process enhancements and project initiatives
- Maintain and apply all required role accreditations
- Ensure all incidents are logged within required timeframes
Requirements
- Experience in a Customer Contact Centre servicing Institutional customers
- Comprehensive knowledge of all standard and some complex PCM Transaction Banking Payables & Receivables products
- Understanding of Cash TB end-to-end processes and supported products
- High level of technical skills (PC's, Avaya IP, MPhone, Config Manager, Microsoft Office 2010)
- Excellent attention to detail, a quality‑focused mindset, and a high level of risk awareness
Benefits
- access to health and wellbeing services
- flexible working options