Officer Transaction Monitoring - Digital Banking Group

Eligibility Criteria

Qualification:

Bachelor’s Degree from a recognized university.

Required Skill Set:

• Strong analytical and problem-solving skill.
• Excellent communication, Active listening and interpersonal skills.
• Proficient in using call monitoring software and quality assessment tools.
• Ability to work independently as well as part of a team.
• Ability to manage multiple tasks and priorities effectively.
• Presentation skills, creative thinking skills along with strong grip on Microsoft office.
• In-depth knowledge of Call Center Operations Matrixes and reports, process and procedure.
• Adaptability, Flexibility & Cultural Awareness.

Job Responsibilities:

• Stay updated on all relevant policies, procedures, and Standard Operating Procedures (SOPs) related to service quality within the call center.
• Evaluate the calls and complete daily target of call monitoring as per defined SOP.
• Utilize active listening skills and strong decision-making abilities to evaluate financial / non-financial calls effectively. Respond promptly and take precautionary actions when and where required.
• Generate report of Transaction call monitoring and share with line management.
• Instantly act on any out of pattern activities to mitigate any potential fraud risk.
• Give constrictive feedback and coaching to Contact Center agents on the basis of call evaluation.
• Conduct Call backs when and where required to authenticate customer.
• Organize and conduct one-on-one and collective training sessions to emphasize the accuracy in banking transactions.
• Ensure highlighting error / gap found in calls to relevant team.
• Arrange approvals for execution of financial transactions as required in process manual.
• Assist line manager for any associated task.
• Responsible to maintain and update call monitoring record.
• Any other task(s) assigned by Line Management.

Location: Lahore, Islamabad

Experience: Preferably 1 year and above experience in relevant field.