Agent, Customer Care - Banking

Responsibilities Respond to customer inquiries across all service channels (phone, email, chat, and social media).Provide accurate information about products, services, and banking tools.Address and resolve customer complaints promptly, escalating complex issues when necessary.Assist customers with digital banking transactions and troubleshoot technical issues.Analyze and understand customer concerns to provide tailored solutions.Coordinate with internal teams to resolve customer issues that require technical or specialized intervention.Escalate unresolved problems to the Head of Customer Care or relevant department, ensuring timely follow-up and resolution.Maintain detailed and accurate records of customer interactions using the bank's CRM system.Proactively follow up on unresolved issues to ensure customer satisfaction.Identify opportunities to upsell or cross-sell bank products and services while ensuring customer needs are met.Adhere to all regulatory and company policies, including confidentiality of customer information.Maintain high-quality standards in all customer interactions to align with the bank's reputation and guidelines.Regularly participate in training to stay updated on the bank's products, services, and compliance requirements.Participate in regular team meetings to discuss challenges, updates, and improvements.Leverage AI chatbots and sentiment analysis to improve customer interaction and issue resolution.