- 30.09.2021

Remote advice: a job with a future!

Do you get a kick out of helping people achieve their projects? Are you comfortable with new technologies and enjoy working as part of a team? Then why not join our Rising Commercial Talent programme? You'll get a job that's far from routine in one of our remote advice centres and the opportunity to reach your full potential.

Our company is evolving at a rapid pace, driven by digitalisation and new uses. In this context, giving remote advice is on the rise. A trend reinforced by the health crisis.

At BNP Paribas Fortis, we are convinced that remote consulting is an adequate way of meeting customer expectations while also adapting to technological developments. That's why we're investing in dedicated centres, called Easy Banking Centres (EBC), and have created a specific Talent programme.

The same services as a "classic" branch

"An EBC is a remote branch, accessible by email and phone from 7am to 10pm on weekdays, and until 7pm on Saturdays," explains François-Xavier, a commercial advisor at the EBC in Brussels for nearly two years. "Contrary to what you might think, everything can be done remotely these days. My colleagues and I have the necessary expertise to answer all customer questions, and we offer the same services as a classic branch, both in terms of banking products and insurance."

Out of sight, but close to the heart?

What about customer satisfaction? Isn't that harder to achieve over the phone than in a face-to-face meeting?
"Not at all," says Sarah, who has been working at the EBC in Liège for over four years. "Today, most customers have understood the benefits of remote advice. Of course, there are still a few 'digital sceptics'. But when they call us to make an appointment and then find out that we've been able to answer their question or meet their needs remotely, without them having to travel, they're delighted!"

Days in "Kinder Surprise" mode

Mentalities are changing. Habits too. Much to the delight of Sarah and François-Xavier, who love their job.

"Personally, I started my career at BNP Paribas Fortis in a branch," explains Sarah. "And I'm very happy to be working in the EBC today. We take an average of 50 calls a day, it's more dynamic. Everything moves faster. The team is young and motivated, and every morning I feel like I'm opening a Kinder Surprise, because I don't know what my day will be like!" she laughs. "The shift system also suits me perfectly: I like the variety of hours, which allows me to find a good balance between my private and professional life."

"What I like most," adds François-Xavier, "is the contact with customers, the commercial side of the job. Each call is different, and I learn something new every day."

An accessible job

Don't have a background in economics or finance? No problem: before joining BNP Paribas Fortis, François-Xavier worked in a bookshop, then at Verisure; Sarah had studied marketing. Nothing, a priori, predestined them for a career in a bank.

"The most important thing is to be customer-oriented. To be able to show empathy," explains François-Xavier. "The more technical knowledge and skills are acquired through a specific integration programme – it lasts a month, and is really great – and then on the job! Personally, my integration went very well: from the start, I was surrounded by experienced professionals who were always available to answer my questions and give me advice. Today, I try to help my new colleagues as much as I can," our interviewee smiles.

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