Credit Card Collections Subject Matter Expert

Sky Service Card Collection - SME-Sky Channel-Contact Centre Inbound

As a Sky Service Card Collection SME, you will be an integral part of our contact center team, dedicated to providing exceptional customer service and building strong relationships. Your primary focus will be on handling inbound calls from credit card customers, offering solutions to their queries, and identifying upselling opportunities to enhance their banking experience.

• Answer inbound calls from credit card customers promptly and professionally.
• Listen to and understand customer queries, providing accurate and timely solutions.
• Upsell appropriate banking products and services to customers, based on their needs.
• Maintain a high level of customer satisfaction and build long-term relationships.
• Ensure compliance with banking regulations and data privacy standards.
• Document and update customer information accurately in the bank's systems.
• Collaborate with other teams to resolve complex customer issues effectively.
• Stay updated with the latest banking products and services to offer relevant recommendations.
• Provide feedback and insights to improve the customer service experience.

• A high school diploma or equivalent is required.
• Previous experience in a customer service or sales role, preferably in the banking industry.
• Excellent communication and interpersonal skills, with the ability to build rapport.
• Strong problem-solving and analytical skills to assess customer needs.
• Ability to work independently and manage a high volume of calls efficiently.
• Proficiency in using computer systems and banking software.
• A customer-centric approach and a passion for delivering exceptional service.
• Willingness to continuously learn and adapt to new banking products and processes.
• Basic knowledge of credit card products and services is preferred.

Experience Level

Entry Level