811 CEC Officer - Inbound, Digital Banking

As an 811 CEC Officer - Inbound, you will be the first point of contact for customers reaching out through the inbound channel. Your role is pivotal in ensuring a seamless customer experience by resolving queries, providing product information, and facilitating sales conversions. You will engage with potential and existing customers, understand their needs, and recommend suitable banking solutions. This role demands excellent communication skills, a customer-first mindset, and the ability to work in a fast-paced, target-driven environment. You will also be responsible for maintaining accurate records of customer interactions and contributing to the overall performance of the contact centre.

Responsibilities:

• Handle inbound customer queries and provide prompt, accurate resolutions.
• Inform customers about products and services using structured scripts.
• Answer questions related to banking products, digital services, and account features.
• Understand customer requirements and recommend suitable solutions.
• Facilitate sales conversions by closing deals during inbound interactions.
• Maintain detailed records of calls, customer feedback, and sales outcomes.
• Monitor individual sales performance and strive to meet assigned quotas.
• Go the extra mile to ensure customer satisfaction and encourage future engagement.
• Make product recommendations based on customer needs and preferences.
• Adhere to all company policies, procedures, and compliance guidelines.
• Collaborate with team members to improve service delivery and customer experience.