The Bank invites applications from aspiring professionals for the position of Call Centre Officer at its at its Head Offices in Nicosia.
Main duties and responsibilities
- Answering inbound calls from existing or prospective clients
- Making outbound calls when required
- Listening to customers’ concerns and solving any technical issues that might arise during the day
- Effectively handling and resolving customer complaints
- Responding promptly to customer inquiries, as per the set Key Performance Indicators (KPIs)
- Cancelling lost/stolen cards
- Providing customer support (including technical support) for the online banking services
- Providing customer support for card and online banking transactions
- Managing the Bank’s main mailbox and responding to customers’ inquiries via email
- Providing assistance to the Banking Centres for any issues related to card transactions and/or online banking
- Monitoring fraud alerts in Fico Falcon Fraud Manager and making outbound calls for further investigation
- Releasing blocked funds, upon approval and request
- Managing cases in CRM (adding new cases, updating case status, monitoring pending cases)
- Managing the online banking requests on a daily basis
- Creating new online banking users, and updating their personal data in online banking
- Connecting/disconnecting accounts to online banking users, upon request
- Managing and altering customers’ online banking limits, upon approval and request
- Creating new online banking limit packages
- Providing exceptional customer service, aligned with the Bank’s values
- Providing accurate and adequate information to Bank’s customers
- Adhering to the ‘’Telephone Customer Service” guidelines
- Keeping up to date with the products and services offered by the Bank
- Contributing to the enhancement of the banking software, by conducting UAT testing
- Identifying areas for improvement and submitting suggestions to the Head Call Centre and/or to the IT department
- Participating in outbound campaigns
- Keeping abreast of key developments and trends relating to own role (e.g. changes in Bank’s processes, procedures, products and services)
Requirements
- University Degree in Economics, Accounting & Finance, Business Administration or any other related discipline
- At least 1-3 years of working experience in a Call Centre, or in Customer Service roles
Skills
- Excellent communication skills, both verbal and written
- Active listening skills
- Critical thinking
- Multitasking
- Problem solving and troubleshooting
- Ability to work under pressure
- Organization and time management
- Attention to detail
Remuneration
- An attractive remuneration package will be offered to the successful candidate, according to experience and professional qualifications
- Medical and Life insurance
- Pension Plan
Application process
Interested Applicants must submit their CV at careers@ancoriabank.com, stating the position in the subject, or uploading it below.
Ancoria Bank is an equal opportunities employer.
