Summary
Date Posted: Friday, November 15, 2019 , Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose To receive and resolve inquiries, queries and complaints from both internal and external customers while maintaining the set quality standards and bank processes and procedures. .

  Key Responsibilities/Accountabilities
• Receive customer queries through any contact channel and ensure they are answered within set SLA.
• Respond to customer queries through any contact channel while maintaining the set quality standards.
• Complete customer security check for all queries and complaints that require customer verification as per the set bank processes and procedures.
• Log all received inquiries, queries and complaints accurately in the available tracking system for records and MIS purposes.
• Follow and adhere to defined and agreed scripts, processes and procedure while handling customer queries.
• Acquire and maintain knowledge on bank products and the use of applications to aid in satisfactory query resolution.
• Follow the escalation process to ensure queries get resolved within the set and agreed SLA
• To proactively communicate identified risks and opportunities (sale leads) while handling customer queries and complaints
• Monitor, contact customer and verify the authenticity of Visa transactions to curb fraud.
• Report working

Job Skills: Not Specified
  Knowledge
• A university degree in any relevant field
• knowledge of the bank’s products and services will be an advantage
• Ability to communicate fluently in English will be an advantage.

Job Education Requirements: Not Specified
Job Experience Requirements: Not Specified

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