وظائف التجاري وفا بنك 2020 |Contact Center Agent At Attijariwafa bank Egypt بدون خبره
Seniority Level
Entry level
Industry
Banking
Employment Type
Full-time
Job Functions
Customer Service
Information Technology
About the job
• Receive calls from AWB Egypt customers around service
enquiries in an automated Call centre environment.
Managing large amounts of inbound and outbound calls in a
timely manner
• Following call center “scripts and troubleshooting” when
handling different topics
• Log all calls received on the query management system
indicating customer and query details as required.
• Raise the customer awareness about his products &
services during received calls.
• Ensure that calls logged correspond to calls received (number
of calls) on a daily basis.
• Identify each customer in accordance with procedures as
set out prior to releasing any information or performing any action on their
account.
• Own the resolution of customer queries by responding to
their requests at the first instance using all the bank’s systems available.
This includes resolving requests for balances and statements by using the
Bank’s Systems. Interact by telephone with Operations or Barclaycard Operations
when required to resolve queries, and respond to customers
• Direct the customer to use the bank touch points in
effective way. ATM, branch, call center to get his queries / requests.
• Update customer demographics (e.g. address details,
contact numbers) within strict guidelines set out in the bank’s processes.
• Complete transactions, within transaction limits as set
out, based on telephone requests from customers by capturing the transactions
online using the bank’s systems and processes. Such transactions could include
inter-account transfers and local and foreign currency payments to third
parties.
• Ensure that the number of calls answered, the
time-to-answer and other performance metrics conform to the bank’s standards as
determined from time to time.
• Advising the customer for the suitable offer / product /
service & campaigns to him/her based on his portfolio / needs.
• Occasionally receive inquiries from Support staff in
branches. Provide assistance to the branches to resolve their queries, and
coach the staff on how to resolve such queries in future.
• Has to abide to all banks compliance rules.
• Answering all customers calls following high level of
quality standards.
• Raise all repeated issues which been raised from customer
during the day to the Teal leader.
• Frequently attend educational seminars to improve
knowledge and performance level.
• Read all updated communications sent to him\her.
• Meet personal/team qualitative and quantitative targets
• If customers indicate during discussions that their needs
may be greater than the product(s) they currently use, question them to
determine whether we have the opportunity to cross-sell any further products.
Refer leads identified in this manner to a Personal Banker in the home branch
and follow-up to check whether the customer has been contacted.
• Based on a list of near-dormant accounts supplied, contact
customers to determine the reasons for their accounts being dormant, advise
them of the implications of having dormant accounts and provide them with
alternatives if they are using the incorrect products.
• Based on a list of customers that have requested their
accounts be closed, contact customers to determine the reasons for the closures
and attempt to save the account from closure where appropriate, or recommend
alternative products.