Digital Financial Advisor

Description:

To provide an outstanding customer experience and maintaining expected quality standards throughout the customer journey with achieving business revenue.

Responsibilities:

• Main responsibilities include handling inbound and outbound voice/video calls to and from customers, listening to customers’ needs or issues and providing helpful solutions to their problems.

• De-escalate situations involving dissatisfied customers, offering assistance and support with service recovery to clients if needed.

• Develop a strong, value-added relationship with current and prospective customers by engaging in conversations that uncover their current and future financial needs.

• Follows established customer service guidelines with each customer and presents a professional image of Mbank.

• Understanding clients’ financial needs and address at the same time, educating customers about our products and services offered and to cross sell bank products to the customers if required.

• Recording/capturing data and document as per banks requirements in systems or via tablets provided.

• Initiate/handle video call with clients if required and conduct Digital Connect session.

• Assist in Mailbox/Live Chat, to revert to client’s queries via emails/chats.

• Contributes to team effort by accomplishing related results as needed.

• Works closely with all Bank employees as necessary to ensure the satisfaction of the customer and completion of work duties.

• Achieve monthly revenue and follow up customer inquiries/requests where necessary.

Qualifications:

• Fresh graduate or home country banking experience

• Bilingual (Arabic/English), Urdu/Farsi is a plus.

• Branch banking/Call Centre experience

• Proficient in Microsoft Office, advanced in Excel

• Ethical behavior

• Possesses excellent communication skills.

• Adapts readily to flexible shifts.

• Demonstrates effective problem-solving abilities.

• Possesses sales and customer service skills.