Contact Center Advisor

Job Description

This role is primarily responsible for attending customer inbound calls and resolving queries/issues directed to the call center to ensure customer satisfaction. It informs customers about the various products and services offered by the bank. The role follows up, closes, or escalates queries to different functions, departments, or branches to ensure timely resolution of customer queries. It also assists in implementing new initiatives undertaken periodically and handles client queries related to transactions and products.

Requirements

• Attends inbound customer calls and resolves their issues within defined TAT to ensure client satisfaction and retention.
• Generates leads for cross-selling all products to ensure better profitability for the company.
• Follows up with various departments to ensure queries are resolved within specified TAT.
• Undertakes special projects focusing on customer satisfaction.
• Demonstrates Union Bank's core values and standards in all transactions and interactions.
• Adheres to internal work rules and regulations.
• Ability to execute certain banking transactions, for example (transfer, balance inquiry …).