Client Care Centre, Service

• Handle inbound calls from all Personal Clients (NTB, ETB) regarding sales, service or transaction requests; fulfil clients' needs within the same interaction as much as possible
• Educate and steer client for interactions with the bank via online, machine channels
• Maximise Service-To-Sales opportunities where appropriate, either selling directly for simple products or passing lead on to Personal NTB & ETB Sales or Outbound Centre
• Probe & identify financial needs on service calls and pitch relevant solutions in line with customer charter.
• Ensure all sales pitches are made without no mis-selling
• Do additional tasks related job requirements which assigned by Team Leader/Manager
Activities
1. Service (remote)
• Fulfil all service needs with maximum first call resolution
• Co-browse with the Client in order to assist in resolving issues
• Educate and conduct initial set up for digital banking, ...
2. Deep sell/service to sales (remote)
• Suggest solutions Client might potentially need using analytics triggered next-best-conversation; involve Wealth Specialist if necessary
• If conversation requires follow up, inform ETB Sales or Outbound Centre/ Priority Banking Team for action
3. Sale of products to NTB (remote)
• Perform a needs analysis with Clients on receiving calls where appropriate
• Complete sale process on the spot where possible, and involve Specialists where necessary
• If required, hand off client to Personal Acquiring Team for follow up conversation
Risk Management
• No major breach of regulations and non-compliances of Group's standard in the area of responsibility.
• Participate in and/or support the Bank's effort in combating money-laundering activities.