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MEX Anfitrion Digital

CDMX

Full time

As the first face of our Institution, show an impeccable image and correct management of body expressiveness, using an empathetic and expressive vocabulary, generating a cordial treatment that invites our clients and non-clients to transact in the self-service area, to connect and affiliate to the different digital channels and use the alternative channels. Apply the Model of Attention with all Clients and Non-Clients. Manage the flow of clients/non-clients outside the branch, in the self-service area and inside the branch. Know the main operations derivable to alternative channels (supermóvil, Santander web, Superlinea, ATMs, multicashiers, and correspondents). Inquire with clients and non-clients the type of operation to be carried out. Profile clients and non-clients and identify if the operation to be carried out applies. Guarantee that clients have the necessary keys to operate in channels of attention. Promote the use of alternative channels (supermóvil, Santander web, Superlinea, ATMs, multicashiers, and correspondents) at all times, transmitting information in an effective and attractive way to make them familiar and involved with new self-service alternatives. Provide personalized service to each client supporting them and clarifying their doubts about the use of alternative channels (supermóvil, Santander web, Superlinea, ATMs, multicashiers, and correspondents), in order to generate trust and a good experience. Advise in the self-service area (ATMs and multicashiers, Superlinea) with all its functionalities. Support clients in joining digital channels (Santander Web, supermóvil, and telephone banking) from the app ensuring they have digital self-service solutions. Advise the client in the process of updating notification means in case they are not to be able to perform their operations from digital channels generating a better experience and less waiting times in the branch. Orient clients and teach the advantages of operating through digital channels SuperMóvil and Santander Web. Promote programs such as paperless, domiciliation, among others. Derive self-service operations through alternative channels (supermóvil, Santander web, ATMs, multicashiers, correspondents) and thus decrease the branch operation. Know the requirements for the high or contract of digital products. Identify users (non-clients) and invite them to be Santander clients through the Portability of Payroll, showing high domain and knowledge in sensitivity and detection of client needs. Know the requirements for the opening of digital accounts to profile and advise on the opening of account N2, digital payroll, etc. Advise clients on the consultation of account statements (from Santander web/supermóvil). Promote and Derive Portabilities of payroll from Neo for the client to take the offer from supermóvil. Derive clients with credit card offers with executives or bank service banker. Know the requirements for branch procedures and validate the physical documents that the client carries in order to guarantee the procedure in the branch and decrease waiting times. Teach and accompany clients to announce themselves in the Director, guaranteeing a good experience through effective listening and close communication with each client and non-client, identifying their needs to inform them of the best options of channels for their attention. Handle with total confidentiality the client's information, since it will have access to general data. Avoiding the misuse of this information for personal benefits of the employee failing the policies and procedures of the organization in order to take care of its OPERATING RISK. Comply with the physical, material, procedural, and operational security measures to safeguard the patrimonial assets of the institution. Guarantee that the teams of the multi-channel area function correctly: Director, ATMs, multicashiers, biometric area, Superlinea, etc. Validate before the opening that all operational and commercial personnel have the attention panel turned on for the call of the turns generated from the Director. Attend effectively and agilely the problems detected in the use of the Director, ATMs, multicashiers, biometric area, Superlinea, managing the necessary correction actions through the corresponding areas or contacts with the objective of maintaining an adequate service standard together with the Service Banker. Apply action/contingency plans with the support of the director and service banker in case of an incident to give continuity to the branch operation. Guarantee that there are the necessary inputs for the operation of the self-management area with the support of the service banker. Guarantee effective communication between the operational and commercial area. Be trained in all digital tools and products/services that correspond. Comply with the objectives marked and defined in the incentive scheme (WHAT AND HOW's).