Job Purpose 

Call Center Agent serves as the primary point of contact for customers, providing effective and efficient customer service and support. Call center agent is responsible to addressing inquiries related to customer accounts, loans, digital banking platforms, resolving issues, providing feedback to customers and enhancing customer satisfaction by focusing on ensuring a positive customer experience, improving business operations and driving revenue while ensuring compliance with bank policies and financial regulations.

 Responsibility: –

1. Handling Customer Inquiries
   • Respond to inbound customer calls, address inquiries, and provide accurate information on products, services, and policies.
   • Record all inbound & outbound call regarding customer interactions, complaints, and feedback in the call center system and ensure timely follow-up or referral to the responsible department.
2. Problem Solving & Customer Complaints Resolutions

1. Identify customer issues, provide appropriate solutions, and offer technical support where applicable.
2. Escalate unresolved issues to the relevant branch or business center and ensure customers receive feedback on their cases.

3. Promotion of Products and Services (Tele-Selling)

• Answer questions, persuade potential customers, and meet set sales targets while maintaining quality standards.
• Follow Sales scripts and Bank Communication Guidelines.

1. Reconciliation
   • Match payments from the NLS system with the suspense account, verify client payment details, and correct discrepancies.
   • Confirm and log accurate transaction information using T24–Vision Fund’s systems.
2. Loan Recovery
   • Make follow-up calls to clients with overdue payments, verify reasons for non-payment, and agree on repayment timelines.
   • Identify possible fraud cases and prepare daily recovery reports for management.
3. Conducting Quarterly Surveys

• Conduct surveys to evaluate client satisfaction and measure the social and financial impact of VFT’s services.
• Focus on exited clients with good repayment histories to gather feedback for product and service improvement (Customer Satisfaction Survey).
• Collect and analyze data on how VFT services have influenced clients’ livelihoods and families (Impact Surveys).

Core Competencies Required:

• Excellent customer service and customer experience management skills.
• Strong communication and sales abilities suited to diverse customer backgrounds.
• Proficiency in Microsoft Office and call Center software tools.
• Smart, neat, and presentable appearance with a professional attitude.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Strong interpersonal skills to facilitate clear communication between customers, staff, and other departments.

Qualifications: 

• Bachelor’s degree or diploma in equivalent experience in business, finance, Customer Care or related field preferred.
• Previous experience in a banking or call Center environment is an advantage.
• Strong communication, problem-solving, and multitasking skills.
• Knowledge of commercial or microfinance banking products and digital banking systems.
• Proficiency in CRM and call Center softwares.

• Handling Customer Inquiries
• Respond to inbound customer calls, address inquiries, and provide accurate information on products, services, and policies.
• Record all inbound & outbound call regarding customer interactions, complaints, and feedback in the call center system and ensure timely follow-up or referral to the responsible department.
• Problem Solving & Customer Complaints Resolutions
• Identify customer issues, provide appropriate solutions, and offer technical support where applicable.
• Escalate unresolved issues to the relevant branch or business center and ensure customers receive feedback on their cases.
• Promotion of Products and Services (Tele-Selling)
• Answer questions, persuade potential customers, and meet set sales targets while maintaining quality standards.
• Follow Sales scripts and Bank Communication Guidelines.
• Reconciliation
• Match payments from the NLS system with the suspense account, verify client payment details, and correct discrepancies.
• Confirm and log accurate transaction information using T24–VisionFund`s systems.
• Loan Recovery
• Make follow-up calls to clients with overdue payments, verify reasons for non-payment, and agree on repayment timelines.
• Identify possible fraud cases and prepare daily recovery reports for management.
• Conducting Quarterly Surveys
• Conduct surveys to evaluate client satisfaction and measure the social and financial impact of VFT’s services.
• Focus on exited clients with good repayment histories to gather feedback for product and service improvement (Customer Satisfaction Survey).
• Collect and analyze data on how VFT services have influenced clients’ livelihoods and families (Impact Surveys).

• Excellent customer service and customer experience management skills.
• Strong communication and sales abilities suited to diverse customer backgrounds.
• Proficiency in Microsoft Office and call Center software tools.
• Smart, neat, and presentable appearance with a professional attitude.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Strong interpersonal skills to facilitate clear communication between customers, staff, and other departments.

• Bachelor’s degree or diploma in equivalent experience in business, finance, Customer Care, or related field preferred.
• Previous experience in a banking or call Center environment is an advantage.
• Strong communication, problem-solving, and multitasking skills.
• Knowledge of commercial or microfinance banking products and digital banking systems.
• Proficiency in CRM and call Center software.