Call Center Agent (ARO)

Manage inbound and outbound customer calls regarding banking products and services with professionalism and courtesy.

Provide accurate information on accounts, cards, digital banking, and retail banking services in accordance with bank policies.

Handle customer service requests, including card activation, PIN generation, account inquiries, and service follow-ups after proper customer verification.

Address customer complaints at the first point of contact whenever possible and escalate unresolved cases through the designated escalation process.

Ensure strict adherence to KYC, Positive ID verification, data privacy, and information security protocols.

Maintain accurate customer interaction records and update relevant information in CRM and core banking systems.

Achieve assigned performance targets related to service levels, call quality, productivity, and customer satisfaction.

Follow approved call scripts, SOPs, and regulatory guidelines while providing customer support.

Assist with cross-selling and customer awareness initiatives in line with bank policies.

Work in rotational shifts, including weekends and holidays, based on operational requirements.