– Interact with customers over the phone/Chat 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.