✨ AI Summary
The Personal Banking Advisor role is within the Client Experience and Conduct Group, focusing on customer experience in Egypt. The primary responsibility is to interact with customers over the phone to understand their banking needs, provide excellent customer service, and resolve issues promptly. This role also involves converting sales opportunities to meet financial targets, explaining banking procedures and products, and capturing customer feedback for product development. The advisor will operate in a call center environment, adhering to bank guidelines and specific Direct Banking Center rules, primarily dealing with retail banking products and handling charge/fee reversals.
Requirements
Interact with customers over the phone to understand their banking needs, provide excellent customer service, and resolve problems on the spot. Convert sales opportunities to meet financial targets, clarify and explain procedures and products, and capture customer feedback. Operate within standard rules and guidelines in a call center environment, primarily explaining retail banking products, and performing root cause analysis and reversals of charges and fees when necessary.
Description
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 to meet financial targets.
Clarify and explain procedures and products over the telephone.
Capture and report customer feedback towards continual product development.
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.