Job Purpose
To delight internal and external customers over the telephone.
- Interact with customers over the phone to understand their banking needs.
- Provide excellent customer service to achieve customer loyalty.
- Resolve problems over the telephone on the spot.
- 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.
Key Result Areas
Achieve the required KPI set in term of
Adherence
CRD
AHT
Quality score
post call survey
NPS
Knowledge, Skills and Experience
.
- 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.
