Job Description Strategic Staffing Solutions International client is a leading global financial services firm providing investment banking, Global Market and investment management services to a substantial and diversified client base that includes corporations, financial institutions, governments, and high-net-worth individuals. WHAT YOU'LL DO: Answer incoming calls from customers, providing product information, account opening services as well as account servicing and general support Build rapport with our customers to resolve service issues and customer question Take ownership of customer enquiries and respond to escalated customer issues in accordance with agreed procedure Support the day-to-day coverage of customer account maintenance processes including but not limited to application review and processing, money movement, correspondence and complaint handling and response Document all service interactions for each assigned customer in accordance with established procedures and compliance policies Recognise that quality is measured through call recordings and case auditing Meet established goals for all metrics, including call and case quality, productivity and customer acquisition by focusing on maximising service to customer Communicate professionally with customers, leadership and peers on status of accounts and escalations in accordance with established standard Complete ongoing compliance and remedial training as schedule Proactively identify any new issues or risks REQUIREMENTS: Positive, self-directed, detail-oriented individuals with a passion to deliver exceptional service to customers and able to work independently in a team-oriented and fast paced environment Strong interpersonal and communication skills, negotiation skills are a plus Good problem-solving skill Is adaptable, high-energy levels and desire to help other Excellent team player Good analytical and problem-solving skills with a view to support changes to processes Excellent written and verbal communication skill Experience in a retail banking environment or other similar customer service environment