Job Summary:
The Banking Operations Contact Centre Representative plays a crucial role in delivering exceptional customer service and support for our banking operations. This position involves handling customer inquiries, resolving issues, and providing information on various banking products and services. The ideal candidate should have excellent communication skills, a strong understanding of banking operations, and the ability to handle customer requests efficiently and professionally.
Key Responsibilities:
- Customer Support:Handle a high volume of inbound and outbound customer calls professionally and efficiently.
Assist customers with inquiries, account information, and general banking product information.
Resolve customer issues and complaints, ensuring a high level of satisfaction. - Banking Operations Knowledge:Develop a strong understanding of the bank's products, services, policies, and procedures.
Provide accurate and up-to-date information on account balances, transaction history, and account maintenance. - Documentation and Record-Keeping:Maintain accurate records of customer interactions, including call logs, emails, and other correspondence.
Update customer account information as needed and ensure data integrity. - Problem Solving:Identify and escalate complex customer issues to the appropriate departments for resolution.
Propose solutions and alternatives to address customer concerns and requests. - Compliance and Security:Adhere to all relevant banking regulations and security protocols.
Verify customer identities and protect sensitive information. - Cross-Selling and Upselling:Identify opportunities to cross-sell or upsell banking products and services to customers.
- Team Collaboration:Collaborate with colleagues to ensure a seamless customer experience.
Share feedback and insights to improve processes and service quality.
Qualifications:
- Fresh Graduates or Experienced Candidates welcomed: GCE N Levels, NITEC or Higher NITEC, GCE O Level, GCE A Level, Polytechnic Diploma, University Degree.
- Prior experience in a contact centre or customer service role, preferably in the banking or financial services industry.
- Strong knowledge of banking operations, products, and services.
- Excellent verbal and written communication skills.
- Proficient in using customer relationship management (CRM) and banking software.
- Ability to remain calm under pressure and handle challenging customer interactions.
- Attention to detail and strong problem-solving skills.
- Knowledge of banking regulations and compliance requirements.
- Ability to work flexible hours, including evenings and weekends as required.
Preferred Skills:
- Sales or cross-selling experience.
- Professional certification in customer service or banking.
Working Conditions:
- The position involves working in a call centre environment
- Weekends and Non-Weekend shifts Available: AM & PM Shifts + Weekends / Night Shift Per Month
