The Digital Ambassador is a key client-facing role responsible for enhancing the customer's banking experience through proactive assistance and guiding them towards digital solutions.
This role requires an individual who is passionate about technology, customer-centric, and knowledgeable about the latest banking products and services.
The Digital Ambassador will play a crucial role in promoting digital adoption and cashless transactions, thereby improving efficiency and customer satisfaction.
Key Responsibilities
- Provide prompt and courteous assistance to customers with their general inquiries regarding banking services, products, and digital platforms.
- Guide customers through self‑service options available on digital channels (e.g., mobile banking app, online banking portal, ATMs).
- Troubleshoot common digital banking issues and provide immediate solutions or elevate complex issues to the appropriate department.
Digital Adoption and Education
- Proactively engage with customers to understand their banking needs and identify opportunities for digital adoption.
- Educate customers on the benefits and functionalities of the bank's digital platforms, including online banking, mobile banking, and cashless payment solutions.
- Assist customers with the setup and initial usage of digital banking services, ensuring a smooth onboarding experience.
- Encourage and guide customers to adopt cashless payment methods where suitable, explaining the convenience and security benefits.
Product and Service Knowledge
- Maintain comprehensive, up‑to‑date knowledge of the bank's latest products, services, and digital offerings.
- Actively learn about new features and updates to digital platforms to effectively communicate them to customers.
- Suggest appropriate digital alternatives or banking solutions to customers based on their individual needs and preferences.
- Participate in training sessions and workshops to continuously enhance product knowledge and digital proficiency.
Customer Relationship Management
- Build and maintain strong, positive relationships with customers by providing exceptional service and support.
- Gather customer feedback on digital platforms and services to contribute to continuous improvement.
- Identify opportunities to cross‑sell or upsell banking products and services by understanding customer needs and referring them to relevant specialists when necessary.
Qualifications
- Education: High school diploma or equivalent.
- Experience: Previous experience in a customer service role.
Experience with banking or financial institution digital platforms and technology support is a strong advantage.
- Skills: Excellent interpersonal and communication skills, with the ability to explain complex technical concepts in an easy‑to‑understand manner; tech‑savvy with a genuine interest in digital trends and innovation; ability to work independently and as part of a team in a fast‑paced environment; customer‑centric mindset with a passion for helping others.
Working Conditions
This role typically operates within a bank branch environment, requiring interaction with customers face‑to‑face.
Some roles may involve assisting customers remotely through digital channels.
Interested candidate, please send your resume in MS Word format to *******@recruitexpress.com.sg.
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