Overview

Shift work ( 10:00-22:00 or 22:00-10:00)
The incumbent will be responsible for detailed presentation of the bank’s products and services to existing and potential customers; handling of customer inquiries through remote communication means (phone, e-mail, webchat, online banking, etc.); cross-selling the bank’s products as per tasks and target segments set by supervisor.

Responsibilities:


- Effectively answer phone calls, handle inquiries related to service, products and transactions in accordance with the bank's internal legal acts
- Provide comprehensive consultation and advice to the bank's existing and potential clients by phone or other remote communication channels, stimulate clients' interest towards the services and products offered by the bank
- Cross-sell banking services and products to existing and potential clients by phone or other remote communication channels
- Readdress inquiries to relevant persons and/or departments (if required), track customer inquiries and act as required in different situations (redirect calls, receive messages, call back, put calls on hold, take required steps in case the call is disconnected)
- Handle the processes of sorting, initial processing and registration of clients' messages, claims and requests (including in AS-Bank Operational Day and CRM databases) within the scope of defined authorities
- Provide information on bank account management issues, transactions and account balances, updates and alerts and technical assistance with respect to distance banking systems to clients via various communication channels (phone, e-mail, video call, webchat, SMS, facsimile, etc.)
- Promptly respond to card-related inquiries (provide information about transaction, handle card blocking/unblocking requests), working closely with card service and fraud monitoring functions of the bank to protect clients' interests
- Perform client account operations within the scope of phone banking and distance banking services
- Identify and address clients' needs and complaints related to the products and services of the bank
- Register and maintain all client-related data in accordance with internal regulations and legal acts effective at that time
- Stick to approved timelines when performing the objectives defined by Contact Center management
- Demonstrate flexibility as to changes in working hours and other changes implied by job requirements
- Perform other duties as assigned

Required Qualifications:


- University degree in economics, humanities, linguistics or related fields
- At least 2 years of work experience in finance and banking, including 1 year in client service
- Experience in service, phone sales/marketing, sales promotion and/or marketing will be an advantage
- General knowledge of banking services and products is desirable.
- Basic knowledge of the banking sector and civil legislation
- Communication skills
- Ability to work under pressure
- Negotiation skills
- Team player skills
- Ability to handle stressful situations
- An exceptional hard worker with a strong sense of responsibility
- Profound knowledge of MS Office, proficiency in AS-Bank Operational Day
- Excellent command of Armenian, Russian and English

About Ameriabank CJSC

Ameriabank is a corporate bank with integrated investment-banking and a limited number of retail banking services. The united team of Ameriabank and Ameria Group Companies provides individual financial-banking solutions. We carve out paths for improveme