ACTIVATION AGENT

JOB PURPOSE

To perform the cards activation calls and execute the action plan through daily consistent productivity of outbound activation calls to increase the activation rates.

Description

Callouts process

1. Perform customers calls-out based on cards MOB (Month on Box) reports in an attempt to activate their cards to increase the activation rates and sustain the cards portfolio and to increase revenues & customers' satisfaction

2. Adhere to the pre-set quality standards to provide a consistent outstanding service to all respective customers

3. Achieve the monthly set targets for cards activation rates through the outbound calls following the approved scripts.

4. Follow the related S.O.P and adhere professionally to the mandatory and optional questions during the activation calls.

5. Provide the Activation Supervisor with regular performance reports showing details of the activated cards feedback and reasons of cards not activated, The agent has no access to extract such information to give for the Supervisors, this will be added to the Supervisor JD

6. Work on the prompt and professional closure of complaints related to cards activation received through the Customer Care Unit,& CRM, within the set TAT.

Policies, Processes and Procedures

7. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner

Day- to-day operations

8. Follow the day-to-day operations related to own jobs in respective department to ensure continuity of work

Compliance

9. Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB's sound legal position and mitigate any potential risks"