OFFICER INBOUND AT FAYSAL BANK Full Time

1. This Job Role is to take inbound Calls and Outbound service Related Calls where required. This is a Shift Base Job, including working on holidays and Paid Extra Sitting depending on the business need.
2. To answer inbound calls promptly, with integrity and professionalism, ensuring adherence to the defined process and SOPs.
3. To provide excellent customer service on every call, maintaining respect and the required on-call customer handling ethics, ensuring positive customer experiences.
4. To offer accurate and up-to-date information regarding the Bank’s products and services, aiding customers in making informed decisions.
5. To process accurate financial transactions, ensuring the safety and security of both the customer’s and the Bank’s interests. This includes processing payments, transfers, and other banking services.
6. To respond to inquiries and urgent matters, investigate complaints, and provide customers with resolutions based on the guidance from relevant departments or the Complaint Management Unit.
7. To perform necessary account maintenance tasks, including activations, updates, and changes, ensuring accuracy and compliance with the Bank’s policies.
8. To ensure follow-up on pending customer queries or issues, providing timely updates to customers and resolving issues efficiently.
9. To consistently meet or exceed the defined performance criteria of the Contact Center, including call handling time, customer satisfaction, and adherence to quality standards.
10. To actively participate in weekly or monthly meetings and training sessions conducted by the Line Manager or training team to enhance job performance and stay updated on new banking products, services, and internal processes.
11. To collaborate with other departments as needed to resolve customer issues, obtain information, or clarify product-related queries.
12. To provide valuable feedback on customer interactions to the management team to help improve the overall customer service process.
13. To ensure full compliance with all internal policies, including those related to security, customer confidentiality, and regulatory requirements.
14.  To undertake any other tasks or responsibilities as assigned by the Line Manager or Department Head to support the department’s goals.
15. Ensure to complete all learnings and attend All Mandatory Trainings.
16. Ensure Data Protection, Client data Confidential Policy and Clean desk Policy.

JOB DETAILS