Call Center Agent

To provide an outstanding customer experience while achieving sales and service targets and maximizing retail and corporate products and services while maintaining expected quality standards throughout the customer journey.

Key Accountabilities

• Personalized face-to-face customer service through fully equipped tablets with all required applications to assist clients.
• Promotes, represents, and welcomes current and potential customers, employees, and vendors to the bank in a professional and inviting manner.
• Develop a strong, value-added relationship with current and prospective customers by engaging in conversations that uncover their current and future financial needs.
• Understand clients’ financial needs and address them accordingly.
• Provide strategic advice and educate customers about our products and services offered.
• Cross-sell bank products to customers when required.
• Assist bank clients with transactions, balances, verifying deposits, and other financial needs.
• Follow established customer service guidelines with each customer and present a professional image of Al-Maryah Community Bank.
• Facilitate the ITM process for customers by providing step-by-step guidance.
• Project good customer relations while conveying a positive banking/customer service experience; may be required to visit customers as per business requirements.
• Record/capture financial data and document as per bank requirements in tablets provided.
• Initiate video calls/conferences with clients if required and conduct Digital Connect sessions.
• Follow established protocols and guidelines to perform video banking functions in accordance with bank processes, guidelines, and procedures.
• May also receive inbound calls if required by business and assist in mailbox management.
• As per business requirements, the advisor may work from an office in a centralized corporate banking location.
• Maintain customer confidence and protect bank operations by keeping information confidential.
• Contribute to team effort by accomplishing related results as needed.
• Comply with bank operations and security procedures by participating in all dual-control functions.
• Demonstrate comprehensive knowledge of all applicable bank policies, procedures, and support systems.
• Work closely with all retail employees and other bank employees as necessary to ensure customer satisfaction and completion of work duties.
• Achieve monthly product sales and service targets, and follow up customer calls where necessary.

Requirements: Competencies and Key Skills

• Ability to interact professionally with customers.
• Upselling skills and ability to create value from new products.
• Strong negotiation skills with the ability to influence customer choices.
• Excellent planning and scheduling abilities.
• Self-motivated and personally driven.

Knowledge

• Fresher – Graduate in Banking/Finance or related field.
• Basic understanding of Banking/Finance.

Key Skills

• Attention to detail with troubleshooting skills.
• Interpersonal skills.
• Flexible in shifts.
• Exceptional organizational skills.
• Effective problem-solving skills.

Experience

• Minimum 2 years’ experience in retail banking (Call Center/Branch Banking).
• Technical ability to input and retrieve computerized information.
• Strong digital knowledge is a must.