Inbound Customer Care Executive || BOI || Voice Support

Key Responsibilities:

• Inbound Call Handling:
• Respond to incoming calls from BOI customers, addressing inquiries related to accounts, transactions, loans, or other banking services.
• Provide detailed information on bank products, services, policies, and procedures in a clear and friendly manner.
• Resolve customer queries, complaints, or issues effectively and efficiently while maintaining a high level of customer satisfaction.
• Customer Support:
• Assist customers with routine banking transactions, such as balance inquiries, fund transfers, bill payments, and loan status updates.
• Help customers navigate online banking platforms or mobile banking apps.
• Identify opportunities to upsell or cross-sell additional products/services to customers based on their needs.
• Problem Resolution:
• Handle customer complaints, escalate issues when necessary, and ensure resolution in a timely manner.
• Follow up with customers on pending issues to ensure full resolution and customer satisfaction.
• Provide guidance on how to handle potential issues, including fraud prevention or security-related concerns.
• Record Maintenance & Documentation:
• Maintain accurate and up-to-date records of customer interactions and transactions.
• Document customer complaints, feedback, and service requests in the CRM system.
• Ensure that all interactions are compliant with the bank's policies and regulatory requirements.
• Compliance & Quality Assurance:
• Ensure all conversations adhere to the bank's quality standards and compliance policies.
• Follow standard operating procedures (SOPs) during customer interactions to maintain consistency and accuracy.