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MEX Anfitrion Digital

As the first face of our Institution, show an impeccable image and correct handling 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. Promote and affiliate our clients to the different channels (Santander Web, supermóvil, multicajero, and telephone banking) ensuring that they have digital solutions. Contribute to the achievement of the Transaction Derivation and Digital Affiliation objectives of the branch while supporting the growth of programs such as paperless, domiciliation, portability, among others. Guarantee 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. Identify users (non-clients) and invite them to become Santander clients through the Payroll Portability, showing high domain and knowledge in sensitivity and detection of client needs. Promote the use of multicajero and digital channels when there is high influx of clients. Handle with total confidentiality the information of the client and non-client, since it will have access to applications, keys, cards, etc. Avoiding the misuse of this information for personal benefits of the employee missing the policies and procedures of the organization in order to take care of their OPERATING RISK. Accompany clients to advertise in the Director, identifying their needs. Guarantee that clients have the necessary keys to operate in attention channels. Orient clients and teach the advantages of operating through self-managed channels, with a focus on digital channels, prioritizing the use of APP, Mobile, and Santander Web. Carry out a correct derivation to channels improving the quality of attention in quick consultations. Apply the Attention Model 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, automatic cash machines, multicajeros, and correspondents). Inquire with clients and non-clients about the type of operation to be carried out. Profile clients and non-clients and identify if the operation to be carried out applies to the operation. Promote the use of alternative channels (supermóvil, Santander web, Superlinea, automatic cash machines, multicajeros, and correspondents) at all times, transmitting information in an effective and attractive way to make them familiar and involved with new alternatives of self-service. Provide a personalized service to each client supporting them and clarifying their doubts about the use of alternative channels (supermóvil, Santander web, Superlinea, automatic cash machines, multicajeros, and correspondents), in order to generate confidence and a good experience. Advise in the self-service area (automatic cash machines and multicajeros, Superlinea) with all its functionalities. Advise the client in the process of updating the notification means in case they are not for them to be able to carry out their operations from digital channels generating in the client better experience and less waiting times in the branch. Derive self-service operations through alternative channels (supermóvil, Santander web, automatic cash machines, multicajeros, correspondents) and thus decrease the operationality in the branch. Know the requirements for the high or subscription of digital products. 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). Derive clients with credit card offers with executives or service banker. Promote and Derive Credit Cards from Neo so that the client takes the offer from supermóvil. Know the requirements for transactions in the branch and validate the physical documents that the client carries to guarantee the transaction in the branch and decrease waiting times. Comply with the physical security measures, materials, procedures, and operation to safeguard the patrimonial assets of the institution. Guarantee that the multi-channel area teams work correctly: Director, automatic cash machines, multicajeros, 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. Effectively and efficiently attend to the problems detected in the use of the Director, automatic cash machines, multicajeros, 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's operation. Guarantee that there are 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)