Customer Service Officer.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

Job Title

Personal Banking Advisor

Department

Direct BankingCenter

Direct Supervisor

Team Leader - Direct Banking Center

Job Number

Job Purpose

• To delight internal and external customers over the telephone.

Dimensions

Operating Budget

Number of Staff

Capital Exp. Budget

Other

Key Result Areas

• Interact with customers over the phone 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.

Problem Solving

• 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.

Decision Making Authority & Responsibility

• Limited to certain functions which enable on-the-spot problem resolution.

Knowledge, Skills and Experience

• 1-3 contact center experience

• University Graduate (preferably with some finance / banking or maths component).

• Arabic and English .

• Very customer focused.

• Computer literate

• Excellent communication skills

• Strong listening skills.