call center
Societe Generale Bank - Jordan
مجموع سنوات الخبرة :11 years, 3 أشهر
Duties:
Monitor Channels Performance.
Conduct monthly and daily ATM Network performance and outage monitoring.
Prepare periodical and on demand Performance Analysis Reports and Presentations.
Function as liaison between branches, other departments and third-party vendors.
Projects Involvement:
Prepared UAT script for a new E-Banking system and M-Banking upgrade.
Participated in testing the new E-Banking and the upgraded M-Banking.
NCR-Gasper Vantage (ATM Monitoring/Incidents Ticketing System).
NCR-APTRA Vision (ATM Monitoring/Incidents Ticketing System)
Prepare Call Center System Requirements and System Replacement.
Queuing System Maintenance “Service Level Agreement”.
Duties:
- Ensure agreed customer service standards are consistently met.
- Supervise the day-to-day operation of the Call Center business.
- Consistently monitor staff levels and liaise with management regarding any adjustments required.
- Provide leadership, guidance and support to the Call Center Agents.
- Consistently monitor systems with a view to recommending changes / updates to improve them.
- Participated in Preparing and reviewing Capital Call Center policies and procedures.
- Participated in Mobile Banking and Internet Banking User Acceptance Test.
- Participated in preparing ATM Transaction flow screens.
* Provide information on all Bank Products to existing & potential clients.
* Selling bank products and services, and generate quality service opportunities.
* Resolve customer complaints, either directly or conjointly with the other concerned departments.
* Execute client instructions as per Bank of Jordan P&P’s.
* Identify & forward customers feedback, and contribute to process improvement.
* Management and follow up on customers’ complaints with the related departments according to the complaints policies and procedures.
* Answering customers’ inquiries, complaints and suggestions.
* Assist in implementing of HR policies and procedures.
* Assist with recruiting and staffing.
* Filing physical HR records.
* Checking new employees’ background.
* Data Entry and general administration
