ajb Remote Working Arrangement:
- Remote work refers to a work arrangement where employees perform their job duties from home.
Strategic Competencies:
- Ensure understanding of the strategic objective for the Bank and support in achieving the department’s strategy and related strategic plans.
Core Responsibilities:
- Assist in implementing Contact Center quality assurance framework, including call monitoring methodologies, scoring criteria, and improvement action plans.
- Assist customers by responding to inbound calls, inquiries, requests, and complaints in a courteous, efficient, and professional manner.
- Collect accurate customer information and complete relevant documentation to process service requests and resolve queries.
- Seek opportunities to cross-sell bank products and services to customers during interactions based on identified needs.
- Support the achievement of assigned call center KPIs including call quality scores, service levels, and customer satisfaction targets.
- Inform customers clearly of available products, services, and relevant bank policies and procedures.
- Gather and document customer feedback, complaints, and escalation details accurately in the call center system.
- Help identify and escalate unresolved customer complaints or system issues to the Call Center Supervisor promptly.
- Coordinate with relevant internal departments to follow up on customer requests that require cross-functional resolution.
- Adhere to all applicable bank policies, compliance standards, and SAMA regulatory requirements at all times.
Qualifications & Experience:
- Bachelor’s in Business Administration, Banking, or a relevant major.
- A relevant Professional Certificate is preferred.
- No experience is needed with Bachelor’s degree or around 1 year of experience with Diploma’s degree.
- Prior experience in call center operations, customer service, or banking customer support or a relevant field is preferred.
Key Skills:
- Customer-Centric Approach
- Customer Complaint Resolution
- Regulatory Compliance and Risk Awareness
- Product Knowledge
