In Conversation with Iru - Supporting you through Social Media

Over the years, we have expanded our customer support channels to ensure that our team is on hand to answer your questions and find a solution. Social media channels continue to grow as a key tool for our customers to connect with us, especially for those who are living abroad.?

Fathimath Iruthisham, known as Iru across our teams, has been a part of our Social Media Support team since 2021.?

We had a chat with her about the evolving nature of her role, as well as things she looks out for to provide a better banking experience for our customers.?

Can you share a bit about your role as a Senior Social Media Support Officer??

My main role is to respond to customer queries and concerns received through Social Media channels according to the service levels agreed within our teams, and in line with the Bank’s processes and policies. ??

What are your top tips to maintain a positive tone in challenging situations when replying to customers??

I’d say the following 5 are my top tips:?

Empathize first: Acknowledge the customer’s feelings. Saying “I understand how frustrating this must be” can actually go a long way.?

Stay calm and professional: Keep your responses composed and avoid getting defensive. A calm tone can help de-escalate tension.?

Personalize your response: Use the customer’s name and refer to their specific issue, engaging with them and truly caring about their experience.?

Keep it brief but comprehensive: Address the issue directly without overwhelming customers with too much information. Clarity is key.?

Know when to escalate: If a situation is particularly challenging, don’t hesitate to involve a supervisor or a more experienced team member for additional support. This could help you and the customer at the same time. ?

Can you share an instance of going above and beyond for a customer??

I think it was a year or so ago, a customer messaged us on Twitter in a panic because he had lost all his banking cards while he was abroad for medical treatment with his mother.??

I advised him on how to block the cards on his App first and then guided him to request for new cards, and once that was done, ensured that his new card was fast tracked and delivered to him within 2 days. He was very thankful and appreciative, and I’ll never forget the message of gratitude he sent that day.?That had a profound impact on me. ?

What steps do you take to ensure accurate information is shared when responding to inquiries??

I think the most important thing is to stay updated within the Bank. It is important to regularly review company policies, product details, and any changes that may affect customer inquiries. I make it a habit to check our internal Knowledge Tool for frequent updates. ?

Additionally, I always double-check before sending a response! I do a quick review for accuracy, and clarity, and tone is of course very important. ?

Maintaining strong communication with other departments also helps to have the latest and most accurate information.?

Queries on social media usually come with a sense of urgency. What’s your approach to escalating queries???

I quickly assess the urgency of the query. Is it a critical issue affecting multiple customers, or is it a specific concern for one individual???

I believe it is important to respond to both situations as soon as possible, even if it’s just to let them know you’re looking into their issue. This really helps manage their expectations and shows that you’re engaged and trying to get them further details as soon as possible.?

What are some challenges to managing people in your role??

Keeping team members motivated and engaged, especially during difficult times?is a real challenge, but in my role, I have also learned tools for developing teamwork and boosting morale. I make sure to maintain clear and effective communication. I’ve observed that misunderstandings can lead to conflict or decreased productivity very quickly.?

How is your role shaped by the support you receive from your mentors, and what other resources are available at the bank to help make your work life easier??

My mentors provide valuable insights based on their experience, helping to navigate challenges and improve my decision-making. Getting regular feedback from them helps me identify areas for improvement and reinforce effective strategies.?

In terms of resources, we have great training programs and collaborative work tools such as Microsoft Teams and Dynamic 365. In addition to that, tools that track SLAs and response times help to manage my workload and identify areas for improvement.?

We know that this can be a challenging role, and so a final question; how would you describe your role in just 3 words??

Assist, inform, engage!?