| Job Purpose | To delight internal and external customers over the phone ( inbound & outbound -call back) • Interact with customers over the phone to understand their banking needs. • Provide excellent customer service to achieve customer loyalty. • Resolve problems over the telephone. • End-to-end follow-up of customer issues • Migrate the customers to digital channels • 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. |
| Key Result Areas | Achieve the required KPI set in term of Adherence CRD AHT Quality score post call survey NPS |
| Key Result Areas (Continued) | 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. |
| Knowledge, Skills and Experience | |
| Knowledge, Skills and Experience (Continued) | University Graduate (preferably with some finance / banking or maths component). • 2 – 3 years experience • Very customer-focused • Computer literate is a must • Excellent communication skills in English & Urdu/Hindi • Strong listening & Strong interpersonal skill |