Overview

The incumbent will be responsible for detailed presentation of Bank services and products to the clients and provision of consultations through various distance communication channels (telephone, fax, e-mail, webchat, etc.), handling of inbound inquiries, processing of information, transaction requests and other requests received. The incumbent also will conduct outbound calls to facilitate and initiate sales, conduct surveys, and promote services of the Bank to existing and prospective clients within the targets and goals set by team supervisor.
Employment details:
– Highly competitive package of benefits
– Full time position, open-ended employment contract, start date: ASAP
– Career growth and development opportunities

Responsibilities:
  • Realize Bank products and services sale to current and potential clients via phone and other distance channels
  • Follow up on new leads and referrals resulting from Contact Center sales initiation and support activity
  • Conduct outbound calls requested by other structural divisions of the Bank (customer surveys, inquiries, obtaining customer feedbacks)
  • Effectively answer and process all service, transactions, operations related inbound inquiries in accordance with the internal security policies and procedures
  • Provide comprehensive consultation via phone and other distance channels to potential and existing clients and build customers' interest in the services and products offered by the Bank
  • Redirect inbound inquiries to specific person and/ or specialized divisions of the Bank in specific cases, apply appropriate actions to effectively control customer requests where necessary, effectively handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects
  • Ensure proper identification of client messages, orders and requests, initial processing within prescribed authority and filing (including in the AS-Bank operational system, CRM database)
  • Provide online operational support to clients (bank account management, transaction and balance inquiries, information update), technical support distance banking via various distance channels (phone, e-mail, webcall, weblive-chat, sms, fax and other channels)
  • Provide immediate assistance to Card-related inquiries (transaction information, card block/ unblock services), in constant cooperation with Payment Card Division and Fraud Monitoring to organize customer care processes
  • Make non-cash transactions by clients' accounts via phone and other distance channels
  • Identify and resolve client concerns regarding features of offered products and services
  • File all type contacts and follow up on their history according to standard operating procedures
  • Fulfill action plans and schedules to cover certain goals established by Contact Center managers
  • Display time flexibility towards shifts as per work floor requirements
  • Perform other job-related duties as assigned
Required Qualifications:
  • University degree in Economics, Humanitarian Studies, Linguistics or other related fields
  • At least 2 years of relevant work experience
  • Experience in service, telesales/ telemarketing, sales promotion and/ or marketing is a plus
  • General knowledge of banking products and services is desirable
  • Basic understanding of banking and related activity, civil legislation
  • Outstanding communication skills
  • Ability to work under pressure
  • Strong negotiation and representation skills
  • Ability to work in a team
  • Ability to handle stressful situations
  • Extraordinary diligence and high sense of responsibility
  • Proficiency in MS Office; knowledge of AS-Bank
  • Fluency in Armenian, Russian and English languages

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