CLCU AGENT

JOB PURPOSE

To perform planned callouts communicating specific messages at key points during the customer relation with CIB and cross sell cards add-on products.

Description

Callout Tasks

1. Perform customers calls based on the pre-designed schedule and script to educate, cross sell, build and maintain relations with the aim of increasing customer satisfaction.

2. Adhere to the pre-set quality standards to provide consistent and a high quality service to all customers to enhance customer loyalty.

3. Collect and handle customer requirements and feedback effectively and efficiently which includes complains, card/statement delivery, and utilization to be communicated with the relevant stakeholders.

4. Maintain an average contacted rate for each call out activity assigned to reach largest number of customers for the purpose of achieving sales targets and enhancing customer relation.

Policies, Processes and Procedures

5. 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

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

Compliance

7. 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