PHONE BANKING OFFICER
HABIB BANK LIMITED
Total years of experience :13 years, 8 Months
During my current role, I use to handle inquiries and concerns in order to eliminate the frequent visits to the branch. The types of concern which customer usually faces are deposits, withdrawals, transactions, and remittance as well as debit cards related issues.
Responsibilities:
•Answer incoming calls and respond to customer's emails in order to eliminate need for clients to travel to the bank in person and establish a relationship with the clients
•Using problem solving skills for complaint handling regarding banking related concerns and queries
•Assist line manager for making call script to circulate it on the floor
•Process Re-Engineering in existing processes in order to make these simple and less complicated
•Formulating reports and power point presentations .i.e. Performance Dashboard, Data Analysis
•Managing and handling Complaint MIS of
I was responsible to deliver maximum outbound sales through calling to the Mashreq bank card holders and provide them coverage benefits (both living and death)
Responsibilities:
• Provide support to the sales team to maximize the sales keeping in view the quality parameters
• Establishing relationship with the clients and deliver them complete product information before selling
• Use soft skills to bring customers on board by providing accidental as well as death benefits to mashreq bank card holders
• As an added task, responsible for daily/monthly visibility of the team
Identify opportunities to improve existing procedures, systems and related tools to meet the requirements of departmental goals and objectives like enhancing Customer Experience through FCR Improvement, Recall/Re-visit reduction etc. I was also responsible for identifying pain areas of the customer and provide way forward through actionable insights.
Responsibilities:
• Provide process improvement support to process owners and assist them in developing processes/procedures
• Develop liaison with department managers, senior leadership and stakeholders
• Stakeholder Management
• Preparing analytical reports i.e. Customer Insights & Monthly Presentations for management visibility
Project Leader:
• Lost handset & SIM Stolen
• FCR Improvement Plan (Reactive Approach)