Achieve the required KPI set in term of Adherence CRD AHT Quality score post call CSAT• Handle chat interactions within defined service levels and quality standards.
• Capture customer feedback to drive product and service improvements.
• Maintain adherence to process flows and compliance protocols in a chat environment.
• 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.
• Escalate issues appropriately and document chat interactions as per policy.