Deposit Specialist

Deposit Specialist

Vacancy expired!

Job Description

First level support for general inquiries and customer support, including:

• Inbound voice servicing for prospective and existing customers
• Maturity date, Yield rate, transfer money from one account to another
• How to link a new account and how to use virtual platform
• How to apply / Benefits

• High risk customer service and handle complaints and advance if required
• Technical queue

Ability to provide solutions to customers and negotiate with outstanding debt

Provide resolutions to avoid customers having to call again, or have the call transferred

Excellent customer service, negotiation and interpersonal skills with the ability to recognize and support the specific needs of the most vulnerable customers

Maintain and update customer related information systems to ensure that our client hold accurate records; collecting and accessing appropriate information relevant to your call type

Keen to progress to other levels and will consistently self-assess your own performance against agreed targets by working closely with your manager

Work effectively as part of a team, recognizing how teams can deliver great results

• Being a member large number of Deposits Advisers with Genpact. You will respond to customers through a variety of channels including telephone (both inbound and outbound), internet chat and written correspondence as appropriate.
• You will be encouraged to acquire detailed knowledge of product ranges and sales skills to enable them to provide service perfection and progress with sales opportunities when appropriate.
• We will empower you to provide excellent level of customer service, pro-actively serve customers across their product portfolio, cross-sell additional products and resolve a wide range of common, customer enquiries across the product range.
• You will follow clear instructions and guidelines to resolve customer enquiries at first point of contact. These guidelines will also prompt the agent to promote and sell appropriate products, including insurance-based products.
• Training is given to enable you to establish trust and provide appropriate solutions for the customer. Constant monitoring, mentoring and development will be given to the Customer Service Adviser to ensure continuous improvement.
• You will collaborate with colleagues across multiple departments in order to provide a high-quality service to customers

Qualifications

Minimum qualifications

• Any Graduates (preferably non B.techs)
• Experience in contact/call center, customer service and/or sales area with at least 12-18 months of experience in handling Deposits/checking products for a banking/financial institution

• Excellent communication and social skills
• Typing accuracy 30 words per minute
• Good negotiation skills
• Ability to resolve conflicts
• Positive attitude
• Fair understanding of operating Computers
• Comfortable working with multiple applications
• Flexibility of shifts and to work overtime hours as per business requirements.
• Commitment to performance perfection or doing an extraordinary job
• Results Oriented
• Analytical & problem-solving skills
• Stress management abilities
• Ability to maintain high levels of confidentiality and data security standards
• Ability to handle multiple tasks with minimal additional support

• Experience of handling Escalation / L2 queue will be an added advantage
• Good understanding of Metrics impacting End customer satisfaction/ CSAT will be a key consideration for this position
• Fraud skills in addition to Deposits/checking experience in a banking /financial institution will be an added advantage for this position

Additional Information

If you are interested in a phone interview please advise a good number
and day/time to reach you. I look forward to hearing from you!