Job Overview:
Delivering professional, accurate, and timely customer support via inbound and outbound calls. The role serves as the first point of contact for customers seeking assistance with products, services, application status, or issue resolution and ensures high levels of customer satisfaction through efficient call handling, proper documentation, and strict adherence to service standards, scripts, and regulatory compliance.
Responsibilities:
- Answer inbound customer calls and respond to inquiries related to loan products, application status, repayment schedules, and account details.
- Make outbound calls for follow-ups, feedback collection, or customer engagement campaigns, following pre-defined scripts and call flows.
- Accurately document customer interactions in CRM or ticketing systems, capturing key details such as the nature of the inquiry, resolution provided, and any required follow-up actions.
- Provide clear and concise product information, verify customer identity per FRA/CBE compliance guidelines, and escalate any suspicious or complex issues.
- Resolve basic complaints and issues at first contact, escalating unresolved or sensitive cases to the Team Lead.
- Monitor call handling time and adhere to shift schedules and call center performance KPIs.
- Participate in training sessions and team briefings to stay updated on product changes, campaign messaging, and process improvements.
- Ensure that all customer interactions meet internal quality standards and comply with regulatory and data protection requirements.
- Support special outbound campaigns such as cross-selling, retention calls, or feedback surveys.
Requirements:
- Bachelor’s degree in business, Communication, or relevant discipline Experience
- From 2 to 4 years’ experience preferred in Brokerage Operations.
- Experience in financial services, telecom, or fast-paced service industries preferred.
- Demonstrated ability to manage large teams and high-volume customer interaction environments
- CRM systems (Salesforce, Microsoft Dynamics, or similar)
- Call routing and telephony systems (Genesys, Avaya, etc.)
- Workforce Management Tools (Verint, NICE)
- Quality monitoring platforms
- Microsoft Office Suite and reporting tools (Power BI, Excel)
- Contact handling SOPs (inbound, outbound, chat, email)
- Complaint escalation and resolution procedures
- Regulatory communication guidelines (FRA, CBE)
