Phone Banking Agent

Attended all customer’s calls & fulfilling their requests,

• Promptly answering the call.
• Maintain and improve service levels & team performance through efficiently answering calls and resolving them from the first call.
• Provide Feedback to Team Leaders on the “voice of the customer” – what is the customer asking about and demanding.
• Provide courteous and professional phone support to the caller.
• Authentication Bank process.
• Defining needs solutions.
• Enter new customer information in the pop-up screen and Update existing customer information if needed.
• Answer customers’ questions about products and offer suggestions to fit their needs.
• Advice customers with the best solution.
• Manage and resolve customer complaints by coordination with SQ and other departments.
• Provide high-quality service to customers
• Educate customers to use different channels
• Manage break time as staff will be alone during that shift.

Process customer transaction requests,

• Identifying customer requests.
• Making the right action.
• Apply the bank’s Approved standard operating procedure.
• Adhering to CBO guidelines in terms of KYC, IML…etc.

Perform cross selling

• Advice customers on BN’s products.
• Linking the products with customers’ needs.
• Provide products features to the customers
• Making the right action.
• Follow-ups with Branches or DS regarding customer leads.
• Call the customer to check the status of the request.
• Achieve set targets in terms of service standards and customer transactions.
• To provide high-quality service to customers
• To educate customers to use different channels.

Managing customer care mailbox and social media inquiries.

• Handling customer inquiries through all channels with the best solution.
• Handel all social media responses as submitted by the marketing team.
• Following Up on Customer Cases that are pending with their colleagues in other departments for resolution and keeping the customer informed of the status.
• Logging the complaints /suggestions & suggestions into the tracking system
• Update the Marketing team about the status.
• Handling WhatsApp applications.

Fraud & ATM//CCDM Monitoring

• Monitoring all FRM transactions for Debit/Credit Cards.
• Handling all escalated transactions for a credit card by AFS.
• Reaching customers for confirming the transactions.
• Change the card status if needed.
• Update the fraud team for any suspected fraud.

People

• Be a good team player and improve multi-functional skills by taking initiative to learn other desk duties
• Other tasks related to the role as and when they come up