Position Summary: This role is primarily responsible for attending to customer inbound calls and resolving queries/ issues directed to Call Center to ensure customer satisfaction. Informs customers about the various products and services offered by the Bank. Follows up, closes, or escalate queries to different functions/ departments/ branches to ensure timely resolution of customer query. Assists in implementing new initiatives undertaken periodically. Handle client queries related to transactions and product capabilities.

Responsibilities:

1- Attends inbound customer calls and resolves their issues within defined TAT to ensure client satisfaction and retention

2- Generates leads for cross-selling all products to ensure better profitability for the company

3- Follows up with various departments to ensure queries are resolved within specified TAT

4- Undertakes special projects focusing on customer satisfaction

5- Demonstrates union bank’s core values and standards in all transactions, interactions

6- Adherence to internal work rules & regulations

7- Ability to execute certain banking transactions, for example(transfer, balance inquiry …)