Job description

Job Purpose

To delight internal and external customers over the phone ( inbound & outbound -call back)

• Interact with customers over the phone, chat , email to understand their banking needs.
• Provide excellent customer service to achieve customer loyalty.
• Resolve problems over the live chat, email or telephone.
• Convert sales opportunities in order to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback towards continual product development.

Achieve the required KPI set in term of

Adherence

CRD

AHT

Quality score

post call suveuy

NPS

• Operates in a Call Centre environment where the interface with customers is over the telephone.
• Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.
• Mostly related to explaining procedures or providing information regarding retail banking products.
• Also involves root cause analysis and reversals of charges and fees when necessary.

• University Graduate (preferably with some finance / banking or maths component).
• 1 – 3 years experience
• Very customer focused
• Computer literate
• Excellent communication skills
• Strong listening skills.