Phone Banking Representative

Professional qualifications:
• High school diploma
• English proficiency
• Computer skills


Job requirements:
• Bank experience or customer care experience would be a plus
• Enthusiastic person, always willing to help and solve customer's issues
• Problem solving and attention to details;
• Fast learner;
• Very good communication skills and listening skills;
• Selling skills;
• Team player, adaptability, ability to work under pressure;
• Good knowledge of English is a must, especially verbal and computer skills

Key responsibilities:
• Provides information to potential individual consumer and corporate customers regarding product and service features, pricing, delivery, contractual conditions. The employee develops qualified leads by selling the company image; he/she encourages individuals to visit a branch or contacts the company sales executive about the potential customer.
• Provides immediate information to the queries raised by bank customers on: account balance, statements of account, products' procedures;
• Phone Banking Representative is responsible to smoothly transfer of service to the Account Administration department, in case of queries that need further investigations and/or special attention.
• Phone banking Representative must ensure that all service requests (received by prior established channels) are properly handled and solved within the time lines agreed.
• Processes customer complaints in a courteous and professional manner in order to resolve any issues within his/her control. Knowledge of the relevant information and facts and an understanding of the issues are required by the employee to deal with the complaint promptly and within established guidelines. More complex complaints are passed on to Customer Service Unit Officer.
• Works with customers who wish to terminate their contract with the company. This requires the employee to understand the customer's position and develop ways to retain the customer's account and interest in the company. This reactive form of selling requires the employee to compare competitive products, services, and prices and to appeal to the customer's original reasons for wanting a bank product.
• Keeps track of the reasons for which customer interacted with him. This information is necessary to increase customer satisfaction by better understanding each customer’s needs in future interactions, by customizing approach to each customer, and by identifying general or specific reasons for customers’ requests and complaints. In order to do this, proper identification of the customers’ requests and accuracy of interaction coding are required.
• Keeps strict confidentiality of all operations and discussions with clients.

ABN AMRO Bank este una dintre cele mai importante institutii financiare mondiale, si-a inceput activitatea in 1824 si opereaza acum in peste 65 de tari.