Customer Service Representative

The Call Center Customer Service Representative is responsible for handling customer telephone calls in English while delivering exceptional customer service. The role focuses on resolving customer inquiries efficiently during the first interaction, educating customers on bank products and services, and identifying opportunities to upsell and cross-sell based on customer needs. The position requires adherence to the bank’s policies, procedures, and risk framework to ensure a positive and compliant customer experience.

Key Responsibilities:

-Handle inbound customer calls in a professional and courteous manner

-Communicate fluently in English.

-Provide accurate information regarding banking products, services, and policies

-Resolve customer inquiries during the initial call without unnecessary transfers

-Complete required follow-ups within committed timelines

-Maintain strict customer confidentiality and comply with departmental policies

-Accurately enter, update, and verify customer information in internal systems

-Initiate and complete documentation and request forms as required

-Effectively use computer systems for call tracking, troubleshooting, and data entry

-Educate customers on bank products and services, including upselling and cross-selling when appropriate

-Identify and suggest improvements to processes that enhance productivity and customer satisfaction

-Continuously update knowledge of banking products, services, and procedures

-Perform additional duties as assigned

Minimum Qualifications Skills:

-High school diploma or equivalent required

-Basic computer skills with the ability to perform data entry

-Knowledge of banking products and procedures is an advantage

-Prior customer service or call center experience preferred

-Excellent verbal communication and telephone etiquette

-Strong problem-solving skills and customer-focused attitude

-Ability to work in a fast-paced, onsite call center environment