Overview

Responsibilities:
  • Periodic monitoring
  • Conduct regular monitoring of the Bank’s Sky service (call center), including call reviews, video banking service checks, and reviews of written platforms
  • Perform periodic monitoring of the Bank’s branch network by visiting branches and reviewing recordings
  • Discuss the information collected from these observations with relevant departments and, if necessary, participate in corresponding projects or provide recommendations
  • Involvement in projects from the customer experience perspective — journey mapping
  • Study the complete customer “journey,” provide relevant recommendations to the responsible teams, and monitor the implementation of those recommendations
  • Promotion of a customer-centric culture
  • Develop a customer-centric culture within the Bank, ensuring that customers’ needs and perspectives are considered in all decision-making processes. Review responses, emails, and messages sent to customers across all possible channels. Create standards/scripts for frontline staff when necessary
Required Qualifications:
  • Bachelor’s degree in Finance, Marketing, Psychology, and/or a related field (Master’s degree is an advantage)
  • At least 2–3 years of work experience in the banking sector
  • 1 year of experience in customer experience, service quality monitoring/oversight, customer loyalty and retention, and/or related areas
  • Team player
Note:

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