Primary: Inbound service calls from ABN AMRO MeesPierson clients regarding all their daily bank issues and questions. Secondary: being the link between Private Banker and client, keeping the Private Banker up to date, but also identifying opportunities for the banker to follow up on. When the client has a more complex question, connecting them to the appropriate specialist. (Mainly: Investment Advice, Asset Management, Informal Investments, Estate Planning, Mortgages, Wealth Structuring, Charity)Goals:Providing clients with the personal private banking experience they are familiar with at their branch. Winning the trust of both our customers, and our colleagues from the ABN AMRO MeesPierson branches, to make this new contact channel into a success.

Primary: Execution Only investment inbound callsSecondary: Inventarisation of client goals, wishes, priorities, situation and share of wallet.Goals:Excellent customer satisfaction, increasing share of wallet and leading to Investment Advice and Financial Planning

Execution Only mortgages. Primary responsibilities:- Informing clients on Execution Only procedure, timeline and risks.- Assisting client in choosing between Mortgage Advice and Execution Only channel.- Applying for Execution Only mortages (New Business, Raises and Mutations) and assisting in the process till completion.- Cross Sell: Sales or leads on non-mortgage products. Results:15 million new mortgage volume, leaded 5 million mortgage advice volume, excellent customer satisfaction, extremely high rate of cross sell. Initiated contract with Oracle Netherlands for employee arrangement with ABN AMRO

(80%) Pro Active Servicecalls to Preferred Banking Relations (50k to 1000k savings). Goals: Planning appointment with Account Manager or directly counsel with clients by phone.(20%) Inbound calls Preferred Banking and Young Professionals on payments, savings, loans, insurance and internet banking.Channeling clients to Preferred Banker or other specialists on complex products (mortgages, investing and life insurances.)Achieved Results:Very high customer satisfaction, extremely high sales rate, significant amount of leads to account managers and specialists.

Inbound calls Advice and Service Center Preferred Banking Relations (50k to 1000k savings) and Young Professionals on payments, savings, loans, insurance and internet banking.Channeling clients to Preferred Banker or other specialists on complex products (mortgages, investing and life insurances)\Achieved ResultsVery high customer satisfaction, extremely high sales rate, significant amount of leads to account managers and specialists.

Sales and service on inbound calls Advice and Service Center Retail Relations. Subject loans, savings and payments calls.Leading on mortages, insurances, life insurances and trading.Pro active servicecalls to Top Retail and Preferred Banking Relations

Collateral management. redeveloping website and brochures.Change of focus on customer, from historical focus on technical features.Sales campaign medium enterprises.