Primary Objective:
Overall responsible in handling customer inquiries, maintain high level of customer service, identifying customer needs from inbound calls and cross selling/up-selling Bank’s products and services towards customer satisfaction.

Key Responsibilities:
Customer Service Management• Handle initial contact of inbound calls including customer greeting and service need  identification.• Responds to customer’s inquiries on Bank’s products and services.• Raises accurate and prompt service requests to the fulfillment teams.• Facilitates transactions and account maintenance functions over the telephone.• Navigates customers through the IVR where necessary.• Identifies opportunities to improve productivity, efficiency and quality in the service team.• Maintain a positive work environment that foster collaboration among colleagues.• Perform outbound call on services that require further action or relay information to the  Customer.• Problem solving and able to work extra mile.• Strive for first call resolution without transferring or escalating the call to other parties. Leads Management• Perform cross-selling/up selling and provide referrals triggered by customer request to relevant  parties.• Any other responsibilities assigned by the management