Job Description
• To ensure that set standards of courtesy, accuracy and Call handling skills are met.
• To ensure that accurate information is passed on to customer at the first time,
• To process all transactions in TAT.
• To ensure strict compliance with Group, Central Bank rules & regulations.
• To ensure adherence to Service Level Agreements and Key Control Standards.
Key Roles & Responsibilities
- To handle a minimum of 16 calls/hour, depending upon the queue situation
- To increase the IVR utilization of the unit tying into all unit goals
- To ensure that all the customer problem queries are resolved in the minimum possible time frame & provide end-to-end follow-up for the same
- To ensure that he/she is updated & abreast with all the latest products, policy information
- To ensure all relevant mandatory learning’s & trainings are completed
- Meets all the service standards and indicators of 100% courtesy and 100% accuracy
- To convert opportunity of sales to enhance and strengthen customer relations to deliver revenue as per country Sales to Service Agenda
- To complete any post call processing necessary to resolve customer queries or problems
- Achieve established standards for call handling
- To ensure achievement of all KPIs assigned as a part of job objective in line with Country strategic agenda
- Project/Assignments as desired by management
- Compliance Risk And Money Laundering Prevention Requirements
- To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
- Ensure fulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with
- Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specified
- Uphold the values of the group & company at all times
- Ensure compliance with all applicable rules / regulations and company group policies
Qualifications & Skills
• Minimum Bachelors degree.
• Must be customer-focused.
• Ability to work long and/or irregular hours under high pressure conditions.
• Excellent Communication Skills.
• Excellent time-management and organizing skills.
• Must have fair understanding of IT systems with ability to evaluate its applicability to the business environment
• To ensure that set standards of courtesy, accuracy and Call handling skills are met.
• To ensure that accurate information is passed on to customer at the first time,
• To process all transactions in TAT.
• To ensure strict compliance with Group, Central Bank rules & regulations.
• To ensure adherence to Service Level Agreements and Key Control Standards.
Key Roles & Responsibilities
- To handle a minimum of 16 calls/hour, depending upon the queue situation
- To increase the IVR utilization of the unit tying into all unit goals
- To ensure that all the customer problem queries are resolved in the minimum possible time frame & provide end-to-end follow-up for the same
- To ensure that he/she is updated & abreast with all the latest products, policy information
- To ensure all relevant mandatory learning’s & trainings are completed
- Meets all the service standards and indicators of 100% courtesy and 100% accuracy
- To convert opportunity of sales to enhance and strengthen customer relations to deliver revenue as per country Sales to Service Agenda
- To complete any post call processing necessary to resolve customer queries or problems
- Achieve established standards for call handling
- To ensure achievement of all KPIs assigned as a part of job objective in line with Country strategic agenda
- Project/Assignments as desired by management
- Compliance Risk And Money Laundering Prevention Requirements
- To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
- Ensure fulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with
- Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specified
- Uphold the values of the group & company at all times
- Ensure compliance with all applicable rules / regulations and company group policies
Qualifications & Skills
• Minimum Bachelors degree.
• Must be customer-focused.
• Ability to work long and/or irregular hours under high pressure conditions.
• Excellent Communication Skills.
• Excellent time-management and organizing skills.
• Must have fair understanding of IT systems with ability to evaluate its applicability to the business environment
