Job Purpose:
The Call Center Agent plays a pivotal role in providing exceptional customer service by handling inbound and outbound calls. He/ She serves as the first point of contact for valued clients, assisting them with a wide range of banking inquiries and transactions, ultimately contributes to the bank's reputation and client satisfaction.
Key Accountabilities:
- Handles incoming calls from clients professionally and efficiently, addresses banking-related queries, concerns, and requests.
- Initiates outbound calls to clients as required, including follow-ups, survey responses, and provides information on our banking products and services.
- Accurately documents client interactions, ensures that all information is recorded and maintained in our customer database system.
- Promotes and cross-sells our bank's products and services to meet individual and team targets.
- Assists clients with account inquiries, Loan, and transactions financial inquiries.
- Provides comprehensive information about banking policies, procedures, and regulatory requirements.
- Resolves client issues and complaints in a timely and satisfactory manner, escalates when necessary to the appropriate department.
- Stays up to date on industry trends and changes in banking regulations to provide clients with accurate information.
- Maintains a high level of professionalism, courtesy, and empathy in all client interactions.
- Collaborates with team members to ensure the smooth operation of the call center and achieve team goals.
Qualifications and Experience:
- High school diploma or equivalent.
- A minimum of 1 year of experience in a call center environment is preferred.
- Proven experience in a call center, customer service, or banking environment is an advantage.
- Strong knowledge of banking products, services, and procedures.
- Familiarity with customer relationship management (CRM) software is a plus.
- Excellent verbal and written communication skills.
- Ability to adapt to a fast-paced, dynamic work environment.
- Strong problem-solving and decision-making abilities.
- Attention to detail and accuracy in data entry.
- Customer-centric mindset with a focus on client satisfaction.
- Willingness to work flexible hours, including evenings, night shifts and weekends.
** Applications will be accepted until 04-Feb-2025 at 2:00 P.M
Submissions received after this date and time will not be considered **