Agent, Customer Care - Banking

Responsibilities

• Respond to customer inquiries across all service channels (phone, email, chat, and social media).
• Provide accurate information about products, services, and banking tools.
• Address and resolve customer complaints promptly, escalating complex issues when necessary.
• Assist customers with digital banking transactions and troubleshoot technical issues.
• Analyze and understand customer concerns to provide tailored solutions.
• Coordinate with internal teams to resolve customer issues that require technical or specialized intervention.
• Escalate unresolved problems to the Head of Customer Care or relevant department, ensuring timely follow-up and resolution.
• Maintain detailed and accurate records of customer interactions using the bank's CRM system.
• Proactively follow up on unresolved issues to ensure customer satisfaction.
• Identify opportunities to upsell or cross-sell bank products and services while ensuring customer needs are met.
• Adhere to all regulatory and company policies, including confidentiality of customer information.
• Maintain high-quality standards in all customer interactions to align with the bank’s reputation and guidelines.
• Regularly participate in training to stay updated on the bank’s products, services, and compliance requirements.
• Participate in regular team meetings to discuss challenges, updates, and improvements.
• Leverage AI chatbots and sentiment analysis to improve customer interaction and issue resolution.