CEC - Fraud Investigation Officer-Customer Experience Center-Contact Centre Inbound

Job Role

Ø  To Attend the inbound calls/make outbound calls for customers in Retail Liabilities and investigate the fraud reported by the customer

Ø  To thoroughly understand product and process to handle complex queries for the customer

Ø  To identify and convert the opportunities for cross selling (banking product) on customer's call

Ø  Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.

Ø  Ensure customer “delight” and consistent service experience, including timely resolution of customer queries/issues.

Ø  Complete the logs specified by the process (End-of-day target)

Ø  Adherence to Information Security norms & quality process norms.

Ø  To be aware of and comply with any updates about the process

Ø  Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance

 

Job Description

Ø  Graduate

Ø  Preferably 1-2 years with 6 months which should to be in customer service role - Understanding of call center industry an advantage

Ø  Excellent communication skills – Verbal & Written

Ø  Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays

Ø  Flexible to get scattered 8 Week Offs in a month with 9hours shift

Ø  Good listening skills and strong communication abilities.

Ø  Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity

Ø  Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers