Agent, Customer Care - Banking

• 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.