✨ AI Summary
The Personal Banking Advisor role is based in Egypt within the Customer Experience and Client Experience and Conduct Group. The primary responsibility is to interact with customers over the phone in a call center environment 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 procedures and products, and gathering customer feedback for product development. The advisor will operate within the bank's guidelines and focus on retail banking products, including charge and fee analysis and reversals.
Requirements
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, and clarify and explain procedures and products over the telephone. Capture and report customer feedback towards continual product development. Operate in a Call Centre environment and within standard rules and guidelines set by the Bank. Primarily explain procedures or provide information regarding retail banking products, including 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.