Phone Banking Representative - Contact Center
Job Purpose:
To
delight internal and external customers over the telephone & chat
in line with established standards via this distribution channel.
Main Responsibilities & Accountabilities:
· Interact with customers over the phone to understand their banking needs.
·
Provide personalized service by thoroughly and efficiently gathering
customer information, assessing and fulfilling customer needs, and
educating the customer where applicable.
· Provide excellent customer service to achieve customer loyalty.
· Resolve problems over the telephone and when required appropriately escalate customer queries and complaints for resolution
· 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.
· Follow up all bank procedure and process with fully adherence to BCP steps rules and regulations.
· Cross Sell Credit Cards Balance transfers & credit card cheque over the phone.
· Cross Sell any of the assigned products or services assigned by the management
· Login to chats and provide services as chat agent as and when required
· Working on Internet Banking & Mobile Banking enables / disables when required.
· Block, enable max tries of the TIN when applicable.
· Enhance the customers to get their statements through email and register them on e-statements module.
· Cross sell different products or services for customers.
·
Ensure to differentiate between Conventional & Islamic calls and
assist customers based on their preferred product / services.
· Report any fraudulent emails / calls or suspected incidents immediately to supervisor / other responsible departments.
Requirement:
· Job Location: Ras Al-Khaimah, United Arab Emirates (UAE)
· Language Requirement: English, Arabic
· Effective communication skills (Verbal & Writing)
· Ability to handle pressure
· Ability to work based on 24/7 shifts
· Speed & Efficiency
· Team Player
· 1-2 years experience in Call Centre (Inbound /Outbound)
· Fresh graduates who are dynamic & ambitious can be considered as well
Salary and Compensation: -
AED
5,700 (50% basic salary + 50% consolidated allowance - Including
airfare allowance) + Average incentive AED 1,000 -2,000 (Cross Selling
incentive)
