Job Description

PLEASE NOTE:

• This role is not open to relocation. Only candidates who have residency and right to work in the Isle of Man can be considered.

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.

Key Outputs:

• 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
• 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

Behavioural Competencies:

• Adopting Practical Approaches
• Embracing Change
• Examining Information
• Following Procedures
• Generating Ideas
• Interacting with People
• Producing Output
• Seizing Opportunities
• Team Working
• Thinking Positively
• Understanding People
• Upholding Standards

Technical Competencies:

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

• 1 - 2 years experience in Personal and Private Banking
• Ideally has experience in either a similar Banking/Financial role or has a strong level of customer service experience.