JOB PURPOSE

Business Banking was set up separate segment managing small and medium enterprises. In Business Banking we always ensured that our customers are placed on the right platforms as we deliver the best products and services. Customer Service Representative is an enhanced role within the organization that is responsible to improve customers’ experience and reduce errors whole interacting with customers in order to provide the support to all types of requests and complaints.

As a Customer Service Representative, you will be responsible for handling a ll types of SRs logged in CRM queues. Fixing the identified process and systems gaps and provide feedback to business units on knowledge gaps to help in training. Investigating all reopened cases in order to identify gaps for effective resolution. Assisting RMs to all type’s requests assigned to them for effective resolution/TAT. Processing to all requests on BPM/Tracksoft with less errors.

RESPONSIBILITIES

• Achieve reduction to complaints logged in CRM.
• Ensure reduction in errors while performing transaction on BPM and Tracksoft.
• Document the gaps identified in terms of knowledge, process or system and provide the feedback to respective units.
• Liaise with various departments with regards to approval processes and handling issues (end to end).
• Strive to achieve high results of CSAT for the respective RM.
• Take ownership to resolving issues pertaining different areas.
• Work Closely with Line Managers by diligently key training programs.
• Attend all trainings offered by the bank.
• Offer customers financial guidance, advising on suitable products and services, and assisting with their banking needs.
• Explore opportunities for cross-selling during customer interactions.

REQUIREMENTS

• Education
  – Graduate, preferably Business/Finance/Accounting
• Experiences
• 0-2 years in banking experience preferably in customer service role.
• Knowledge of system (CRM, Finnacle, Finnone etc), policies and processes.

• Knowledge & Skills
• Basic Customer Operations
• Servicing Customers

WHAT WE OFFER YOU :

• Competitive salary package
• Market-leading incentives
• Strong emphasis on work/life balance
• Generous annual leave entitlement and Private Healthcare
• World-class Learning & Development platform and career development