Customer Service Representative

Course Name

Tutor Name

10 October 2012

Introduction

This is a professional research project. In this project, I will examine the professional requirements and the image appropriate for my selected profession and professional setting. I will also analyze professional journals and organizations that are appropriate for my profession and examine the value associated with a member of such organizations.

My profession

My preferred profession is banking and the position that I desire to serve in is customer service representative. Though I have had not real life experience in serving at this position, I generally have a liking for the banking profession. Since my childhood I have admired people who work in banks. After some personal evaluations, I decided that the position of a customer service representative would be best suited for my abilities: I am jovial and I easily warm up to friends and strangers as well. As banking customer service representative, I figured out I could use this personal attribute well and have a great time in the banking profession.

Education Background

A banking service customer representative always is in touch with the customer to help in solving challenges they may be facing related to banking systems and products offered by a bank one is working for. This means therefore a person occupying this position must have a good knowledge of banking activities and systems. He or she also must have excellent customer service skills and must be one who can communicate flawlessly. The key skills required for this position is knowledge of banking activities and excellent communication skills. Specifically, the academic requirements of a banking customer service representative are a high school diploma. Other requirements are “1-2 years related experience, sales skills with the ability to influence customers, strong customer service skills, good written and verbal communication skills, teller experience and effective problem solving skills” (CABO 1). Right now I am working on a bachelor’s degree and therefore I consider myself in the right track to acquiring the skills necessary for the position of a banking customer service representative.

Projected Salary and Career Projections

According to the Lloyds Banking Group, the salary range for a customer service representative is from £17,478 to £20,391 per year (Lloyds Banking Group 1). It should be noted however that this range may slightly vary from organization to organization. According to the Bureau of Labor Statistics, the 2010 annual median pay for customer service representatives is $30,460, that is, $14.64 per hour. Career projection is bright with the employment for this position expected to grow at a rate 15 percent from 2010 through 2020. It is expected that more organization will be seeking more customer service representatives to help customers (Bureau of Labor Statistics 1).

Individual Characteristics for Success

One should be an active listener who gives full attention to customers when they are talking. Relevant questions should be asked but not in an interrupting manner. He or she should speak clearly so as to convey the required message in the correct manner. The ability to persuade a customer in a polite manner is of great significance in this job. A person also requires critical thinking especially in analyzing alternative options. Other abilities and skills required include coordination, social perceptiveness and negotiation abilities (ONet Online 1).

Professional Bodies

There are no professional bodies which are exclusively meant for banking customer service representative. However, bodies such as ICSA and HDI offer certification for customer service representatives. ICSA offers a general certification while HDI offers a certification course tailored for customer representatives in IT companies.

These two professional bodies are significance as they show that a person has the required knowledge to handle the expectation of a customer service representative in an organization. Such certification is also an assurance that the representative will handle his or her tasks as expected.

Advantages and Disadvantages

This profession is confronted with a number of advantages and disadvantages. The advantages are that one gets to enjoy what he or she likes. It is interesting to talk with customers and help them with solutions to the challenges they face. On the other side, it might be tiring to persuade customer who may not be in the mood to be persuaded. Some customer may be irrational and may refuse to reason logically and thus may pour all their frustration of a customer service representative.

Conclusion

Banking is a profession that I have liked since my childhood. I wish to venture into the position of banking customer service representative. At this capacity, I will apply my personal attributes such good communication and listening skills to serve customers well. The position has a bright future in terms of job prospects as employment opportunities in this area are expected to grow at a rate of 15 percent through 2020. Though there are challenges associated with this position, it is a position that I will find satisfying. I look forward to improving my communication skills such that my communication abilities will be of an excellent nature once I start working.

Works Cited

Bureau of Labor Statistics. Customer Service Representative. Bureau of Labor Statistics, 2012. Web. 10 October 2012. <http://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm>.

CABO. Customer Service Representative. The Connecticut Alliance for Business Opportunities, 2012. Web. 10 October 2012. <http://business.thecabo.org/jobs/info/customer-services-customer-service-representative>.

Lloyds Banking Group. Customer Service Representative. Lloyds Banking Group, 2012. Web. 10 October 2012. <https://careers.lloydsbankinggroup.com/candidate/VacancyInformation.aspx?VacancyId=42255>.

Onet Online. Customer Service Representative. Onet Online, 2012. Web. 10 October 2012. <http://www.onetonline.org/link/summary/43-4051.00#menu>.