INTERNAL

MY JD of Customer Service Associate

Responsibilities
 Provide personalised client service of the highest level
 Handle special telephone tasks like call transfers, taking messages, call backs, holds,
interruptions and unintentional disconnects
 To introduce and educate the customer of the self-service/automated banking channels and
help them use the services extensively
 Maintain prescribed quality levels and to convey right information to the customers and avoid
mis-selling and complaints
 Building positive rapport with different types of clients over the phone
 Take appropriate actions to effectively control a phone call
 Apply the proper phone etiquette to satisfy various client situations

Business
 Educating client about the products and service offered
 Probed & identify financial needs on service calls and pitch relevant solutions in line with client
charter.
 Ensure that S2S offer is pitched on at least 70% of eligible calls
 Ensure all sales pitches are made without no mis-selling
 Additional point for Sales Palette markets – Use S2S palette to identify eligibility and register
dispositions for analysis
 To achieve set Hot Leads production target if applicable
 Ensure continuous improvement in Productivity to the standards prescribed from time to time
 Support ongoing initiatives to enhance cross sell opportunities

Processes
 To attend the prescribed training sessions and improve the product knowledge and phone skills
consistently
 Responsible to satisfy client and maintain good image/reputation for the organization
 Update the existing databases with changes and the status of existing / prospective clients
 Arrange for dispatch of products, information packages, brochures et al to clients enter text

People & Talent

 Collaborate with the team members to achieve the common objective
 Display time flexibility towards shifts as per floor requirements
 Adhere to the work schedule as per assigned