CV Profile No.66151

Key Contributions & Results: • Handling inbound calls & provide customers with information on various bank related inquiries. • Responding to emails relating to general banking issues and ensuring action taken within the stipulated time frames. • Customer onboarding. • Providing potential clients with information on new and existing products. • Supporting banks alternate channels. • Providing daily Customer retention through engagement and win-back campaigns • Provide feedback to the business from customers touching on service, process and product improvement as well as logging customer interactions in the CRM. • Observing the KYC and AML procedures when interacting with customers and reporting anything out of the norm to the concerned department. • Maintaining customer experience levels within the quality standards stipulated to build brand and customer loyalty • Lead generation and cross selling bank products to new and existing customers. • Managing objections geared towards retaining dissatisfied customers. • Advising clients on outward and inward unpaid cheques while liaising with the branch customer service representatives to ensure they are re-banked. • Handling social media inquiries within an average first response time of 10 minutes.

Key Contributions & Results: • Generated and formatted activity reports from MTS websites. • Compiled branch accounts monthly reports. • Identified and resolved reconciliation differences in cash reports. • Updated MTS websites.