High Volume Business Support Specialist

Responsibilities

Case Ownership & Resolution

• Take full cradle-to-grave ownership of customer enquiries and issues by default. You are the customer’s single point of contact until the issue is resolved.; you do not "pass the buck." You consistently aim for first contact resolution, demonstrating your commitment to getting the right outcome and not just completing a task.
• Manage a dynamic workflow across different channels, ensuring high-volume demand is met without sacrificing quality.
• Use creative thinking to diagnose complex issues. Move beyond standard operating procedures when needed to find solutions that work for the customer and the business, from both a regulatory and efficiency perspective
• Work closely with other teams, such as KYC and Financial Crime to seamlessly facilitate customer issues and act as an advocate for the customer.

Retention & Loyalty

• Treat every interaction as a retention opportunity. Identify "at-risk" behaviors or sentiments and intervene with high-touch service and real time conversations, anticipating potential needs and likely friction to prevent churn.
• Educate customers on how to get the most out of our products, moving the conversation from "fixing a problem" to "adding value."
• De-escalate friction with professional empathy, transparency and confidence, turning negative sentiment into positive advocacy.
• Participate in initiatives and programmes designed to improve customer retention eg re-contacting self deactivated customers.
• Deliver empowered solutions that solve for tomorrow by proactively addressing future friction points before the customer even identifies them.

Operational Excellence & Feedback

• Maintain rigorous adherence to High Volume KPI’s.
• Act as a feedback loop for the High Volume Senior Lead and wider management team. Use high-level root cause analysis to identify recurring trends, broken processes, customer education opportunities and product bugs that are driving high contact volumes.
• Document unique case resolutions and creative fixes so individual wins become scalable learnings for the wider team and knowledge base