Paige Gillie

Roles and responsibilities

• Provide a high level of customer service ensuring both KPIs and SLAs are met.
• Utilise and navigate digital systems and tools, analysing and interpreting data and information to answer customer queries. Resolving an average of 30 queries per day via email, phone.
• Develop and build relationships with customers, gaining a good understanding of their changing and future needs. Whilst identifying areas that can improve the customer and business experience.
• Consistently meeting and demonstrating bank critical people capabilities: Trusted Advisor, Connected, Change Ready, Critical Thinker, Improver Innovator.

Key Knowledge/Experience
• 4 years of experience supporting Government Banking, Professional & Fi, Consumer entities with their complex everyday servicing needs. e.g Additional account opening, providing further information on unauthorised transactions and investigations into fraudulent payments.
• Highly proficient in the use of Microsoft D365 to manage all daily interactions.
• Knowledge of SWIFT and payment investigations including the use of Tracs and Intellimatch.
• Highly effective at working at a pace whilst delivering quality work and service in line with the banks purpose.
• Workflow management; utilising organisational skills to ensure the workload is spread evenly across the team and offering additional support where needed to meet the delivery of promised SLA’s.
• Coaching; support learning and development by training new starters and current team members through effective communication, rapport building and feedback.
• Active Risk representative for the client service team, deliver key communications and drive centre wide engagement to improve risk awareness amongst colleagues.

• 2 years of building relationships with employees of the bank, providing a seamless and positive experience, answering their enquiries and identifying opportunities to help them with HR services.
• Using effective questioning techniques to gather information to present accurate and fair solutions in line with the bank’s policy and processes.
• Identifying the root cause of issues to solve them effectively.
• Maintaining an awareness of changes in policy, process and procedure to provide the best advice.
• Managing personal workload and adapting to the HR team requirements.
• Using HR systems to record and maintain customer records accurately.
• The ability to manage and defuse conflict in difficult situations.
• Strong interpersonal skills to resolve issues that require a level of empathy.
• Good problem solving and analytical skills.

Team Leader
• Led by example to set the standard to which sale advisors aspired to in order to provide excellent customer service.
• Provided feedback to the team, celebrating success as well as being constructive and supportive where improvement was needed.
• Analysed sales reports and generated ideas to help improve sales.
• Completed weekly brief sheets to keep the team informed of areas of focus for the week.
• Resolved customer complaints effectively and with care.
• Reacted quickly to changing situations and delivered at a fast and efficient pace.

Administration
• Completed daily financial analysis, cash loss investigation and ensured correct procedures were followed in terms of cash handling.

Back Of House
• Working with Visual Merchandisers in terms of product placement and key sight lines to push sales. Liaised between the teams on the shop floor and back of house to ensure customer requests were prioritised and fulfilled.

• Organised and prepared the dining room for service, waited on tables and supported kitchen and house keeping when short staffed.
• Reception duties, checking guests in and out, answering calls and dealing with customer queries.