Service Consultant

About the role

The Service Consultant will be the primary point of contact for banking clients in the Retail Banking Department, delivering personalized service and managing relationships through a dedicated Preferred Banker.

Key responsibilities

• Act as the first point of contact for all customer service requirements, providing a personalized service offering.
• Manage relationships with Preferred Banking customers according to prescribed contact frequencies.
• Execute customer contact plans and retain records to track fulfillment of client needs.
• Triage customers to appropriate service points and use interactions to enhance their banking experience.
• Process client instructions within Service Level Agreements, including account opening, loan processing, and fund transfers, and confirm completion.
• Manage the complaints process, follow up with clients, and log resolutions in the tracking system.
• Retain customers through cross‑selling, upselling and deep‑selling appropriate products.
• Assess segment thresholds monthly and propose upgrades or downgrades to align the client value proposition.
• Educate digital clients on alternative channels to support the retail strategy.
• Liaise with the Preferred Banker on market updates and inform customers to aid financial decisions.
• Proactively engage clients regularly to provide timely, personalized banking services.
• Stay updated on local and global market trends and connect clients to relevant events.

Required profile

• Qualified and experienced individuals with a background in banking or financial services.
• Ability to work under the supervision of the Branch Manager.
• Strong customer‑service orientation and relationship‑management capabilities.
• Excellent communication skills for interacting with clients and internal teams.
• Ability to handle confidential information and adhere to service level agreements.
• Proactive attitude for client engagement and problem resolution.

Required skills