Phone Banking Representative - Contact Center

Job Purpose:

To
delight internal and external customers over the telephone & chat
in line with established standards via this distribution channel.

Main Responsibilities & Accountabilities:

· Interact with customers over the phone to understand their banking needs.

·
Provide personalized service by thoroughly and efficiently gathering
customer information, assessing and fulfilling customer needs, and
educating the customer where applicable.

· Provide excellent customer service to achieve customer loyalty.

· Resolve problems over the telephone and when required appropriately escalate customer queries and complaints for resolution

· Convert sales opportunities in order to meet financial targets.

· Clarify and explain procedures and products over the telephone.

· Capture and report customer feedback towards continual product development.

· Follow up all bank procedure and process with fully adherence to BCP steps rules and regulations.

· Cross Sell Credit Cards Balance transfers & credit card cheque over the phone.

· Cross Sell any of the assigned products or services assigned by the management

· Login to chats and provide services as chat agent as and when required

· Working on Internet Banking & Mobile Banking enables / disables when required.

· Block, enable max tries of the TIN when applicable.

· Enhance the customers to get their statements through email and register them on e-statements module.

· Cross sell different products or services for customers.

·
Ensure to differentiate between Conventional & Islamic calls and
assist customers based on their preferred product / services.

· Report any fraudulent emails / calls or suspected incidents immediately to supervisor / other responsible departments.

Requirement:

· Job Location: Ras Al-Khaimah, United Arab Emirates (UAE)

· Language Requirement: English, Arabic

· Effective communication skills (Verbal & Writing)

· Ability to handle pressure

· Ability to work based on 24/7 shifts

· Speed & Efficiency

· Team Player

· 1-2 years experience in Call Centre (Inbound /Outbound)

· Fresh graduates who are dynamic & ambitious can be considered as well

Salary and Compensation: -

AED
5,700 (50% basic salary + 50% consolidated allowance - Including
airfare allowance) + Average incentive AED 1,000 -2,000 (Cross Selling
incentive)

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