The Advisor, Retail Channels (Concierge) serves high-end customers with a sharp and professional business approach. Increases revenues and portfolio by building good will and customer loyalty. Making the high-end customer feel pampered and eager to increase relationship due to satisfaction. Position works onsite based in San Juan, PR
Responsibilities:- Manage high value customer relations and offers the right solutions by understanding the true needs and by providing concierge type service. Provide personalized and caring experience.
- Assist clients with their banking transactions and service requirements while building relationship and helping identify financial needs.
- Anticipate and resolve client request with the goal of exceeding expectations, no matter how small or large the request. Comply and exceed engagement and service level performance targets
- Make sure high value customers are aware of all we can do, to make their financial lives better. Develop creative solutions to complex challenges presented by customers.
- Be willing to assume risk and make decisions when critical or urgency emerges.
- Cultivate, create strong, authentic, and trusted relationship with high value customers. Grow relationship and generate additional products bonding and generate referrals from satisfied customers.
- Re-engage inactive high value customers. Calls on prospective and existing customers to develop professional relationships; solicit new business. Follows up after the initial service or sales encounter.
- Promptly solve service issues, provide financial solutions and expert advice towards customer needs.
- Position himself as the customer owner by making sure any issue escalated or referred to other areas are solved with agility and priority.
- Follow up on any open issue, referral, consultation until it is solved and confirm customer satisfaction no matter if the issue was assigned to others. Promote the use of our digital channels for customers better convenience.
- Processes all types of deposit accounts, opens new accounts and cross sells bank products and services. Carries out the financial institution's client retention strategies.
- Ensure strict compliance with the established bank policy, procedures, and regulations including know your customer and anti-money laundering procedures in all transactions and customer interactions.
- Other may be assigned.
Minimum requirements:- Bachelor's degree in Business Administration, Industrial Engineering or related fields required.
- Three (3) years of experience in Call Center / Contact Center, Branches, and /or retail channels management environment required. At least (1) year of experience in financial services, insurance, mortgage, or financial advice is highly desirable.
- Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge, skills and abilities.
- Excellent consulting, sales, interpersonal and communication skills (verbal and written).
- People oriented - deals effectively with clients of diverse backgrounds.
- Experience with financial / banking products as well as knowledge of banking regulations, local and federal.
- Fully bilingual - English and Spanish (verbal and written) required.
- Proficiency in MS Office (Word, Excel, Outlook), reporting systems and other business applications required.
- Available to work any day and any shift, including weekends and evenings.
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