Customer Service Representative Private Clients Eindhoven Region

Customer Service Representative Private Clients Eindhoven Region

How do you help as a retail customer service representative, and what difference do you make for customers who want to manage their daily banking affairs well?

As a Retail Customer Service representative, you are the face of the bank and contribute in detail to how our retail customers manage their daily banking affairs (DBA). You will start with a training program in which we train and guide you so that after 11-12 weeks, you can help the customer with their question through ownership and craftsmanship. For this, you need knowledge of the systems we use within Rabo Customer Service, knowledge of the products, and you need skills that align well with the customer. Think, for example, of being able to listen well, showing empathy, summarizing, and asking follow-up questions on the phone.

During the training, you will work from home on theory days; during calling days, you can also come to the office if you wish. Please note: the first 2 weeks of the training are on a full-time basis (36 hours) and attendance is mandatory. After completing the training, you will work hybrid: this is a combination of working from home and at the office. You will coordinate this with your team and your Team Lead. The guideline is to go to the office on average 1x every two weeks. It may occur that you are asked to come to the office more often due to coaching or consultation, in which case we ask for your flexibility.

Additionally, you will further develop yourself by obtaining the WFT basic and WFT damage private clients certifications.

• Answer questions about daily banking affairs and help retail customers to arrange their banking affairs correctly.
• It is important to support customers from a commercial perspective, where their needs are central and opportunities for the organization are utilized.
• Conduct an average of approximately 50 telephone calls per working day and ensure customer-oriented and careful handling.
• Answer customer questions and contribute to the timely processing of the workload.
• Listen actively, show empathy, summarize the customer's question, and ask follow-up questions to arrive at an appropriate solution.
• Work on improvements to processes and systems and develop your professional knowledge via the skill model.

• Telephone customer contact.
• Active listening, summarizing, and asking follow-up questions.
• Processing of the workload.
• Product and system knowledge.
• Wft Basis and Wft Schade Particulieren.
• Customer-oriented and commercial service delivery.
• Personal development.

We believe in the power of differences. It is precisely by combining the differences of people that we become an even better bank. We are curious about what you will add to our Customer Service team.

The team helps retail customers with their daily banking affairs. You work together with direct colleagues and a Team Lead on customer contact, the workload, and improving processes and systems. Trainers and coaches guide you during the training program and in the development of your professional competence.

For us, your development and that of society go hand in hand. That is why we want to invest in you and work together on a better world. We summarize that in one sentence: at Rabobank, you work on yourself and the world around you at the same time.

At Rabobank, we work on a culture in which everyone feels welcome. We value our differences and use them to work together better and make better decisions. By being open to different perspectives, we create an environment in which colleagues feel heard.

Must-haves:

• You have MBO level 4 working and thinking level.
• You master the Dutch language at C2 level.
• You can conduct customer contact by telephone.
• You are flexibly deployable on working days.
• You are willing to obtain Wft Basis and Wft Schade Particulieren.

Nice-to-haves:

• Experience with customer service, telephone customer contact, financial services, or commercial services is a plus.

You help retail customers who have questions about their daily banking affairs. You ensure that they can arrange their banking affairs correctly and clearly.

You use, among other things, active listening, empathy, summarizing, and asking follow-up questions. You work with the telephone, the workload, and the systems of Rabo Customer Service.

You work together with direct colleagues within Customer Service, your Team Lead, and trainers or coaches. Together, you improve customer service and develop knowledge and professional competence.

Are you still doubting? Do you find applying exciting? There is no need, because we look forward to meeting you. We would love to receive your response to this vacancy for Customer Service Representative Private Clients. Do you want to ask substantive questions about the position first? Then you can contact:

• Marjolein van den Berg, substantive contact person, via Marjolein.van.den.Berg@rabobank.nl.
• For questions regarding the application process, you can contact Kevin van Gils, Corporate Recruiter, via Kevin.van.Gils@rabobank.nl.
• The procedure consists of a telephone screening and an application event. During the event, a recruiter, Resource Officer, and Team Lead are involved.
• If you are invited for an interview, Bo, our virtual assistant, will contact you via SMS and email to schedule the interview.
• A reliability assessment is part of the procedure.
• An assessment may be part of the application procedure.
• You can find answers to frequently asked questions here: frequently asked questions about working at Rabobank.
• We respect your privacy: read the privacy information of Rabobank.