Customer Service Ambassador

Customer Service Ambassador

The Customer Service Ambassador reports to the Branch Supervisor and works out of our Front Street Banking Centre. This position is the first point of contact for clients entering the bank and will be responsible for administering the QMatic Electronic Queuing system, directing and assigning clients to the relevant service queues and departments, and acting as a subject-matter expert for anyone visiting the Banking Centre for in-person assistance.

Your responsibilities will include:

• Greeting clients and visitors entering Butterfield and acting as the first point of assistance for all in-person service queries
• Coordinating the administration of the QMatic Electronic Queueing System, including educating clients on how to effectively use the system, directing them to the relevant service queue, and troubleshooting the system as per established procedures
• Answering client queries both via telephone and in person, as well as advising customers on the various products and services available
• Assisting clients with the completion of the various Retail Banking forms and applications
• Coordinating visits with the Personal Banking Representatives to minimise the waiting time
• Verifying and reviewing KYC documents for accuracy and completeness
• Actively promoting retail banking products and identifying opportunities to cross-sell other Butterfield products
• Coordinating the distribution of work to various departments and contributing to a positive overall client experience
• Keeping the reception area and ATM vestibules clean, tidy and up-to-date at all times, including ordering stationery and restocking supplies  

Your qualifications and skills include:

• High school diploma and a minimum of two years’ experience in a front-line customer service position
• Ability to multi-task and operate well under pressure in a very busy environment
• Strong customer service focus with excellent communication and problem-solving skills
• Excellent organisational and interpersonal skills
• Working knowledge of Microsoft applications including Word, Excel and Outlook