Inbound Calls&Outbound Calls (servicing and commercial);
Email & Ticketing System – Handling inquiries, complaints, off-line activities and follow-ups;
Chat – Assisting customers in real-time via digital platforms;
Social Media Support – Managing customer interactions on other platforms like Facebook, X, Instagram etc.
Mix channel with various proportions based on the volumes/shifts day vs night
Mission
· Oversee assistance and support activities related to the Bank’s products and services intended for the target clientele, including presales promotion and completion, as well as sales activities.
· Manage and develop the target clientele in order to achieve the assigned commercial objectives—through appropriate quantitative and qualitative service levels—while operating within the Bank’s general guidelines and policies.
Functions
· To support customers, through the tools available, regarding their needs for assistance in activities related to banking products and services, in particular, guiding customers in the use of the various channels, helping them to carry out banking operations and providing useful information for allow customers to have the best possible customer experience
· Carry out promotion, advisory, and placement activities for products and services through remote offering via the telephone channel.
· Ensure the provision of informational services, operational and commercial assistance, as well as transactional operations and operational support for multichannel sales processes.
· Conduct proactive commercial activities toward the assigned and potential clientele, in line with the commercial method, maintaining continuous and high quality engagement by leveraging all interaction channels made available by the Bank, and reporting the outcome of each contact.
· Pursue the development and growth of the value of the assigned clientele, identifying untapped potential and promoting the application of the service model best suited to client needs.
· Provide an adequate level of telephone assistance to the assigned clientele, including the management of telephone complaints, supporting the Digital Branch to ensure more efficient and effective service levels.
· Interact with clients (outbound), in compliance with applicable regulations, regarding reports of potential fraud.
· Ensure the management of support activities for self-banking processes,
· Multichannel contract unlocking, and remote offering.
· To carry out a proactive commercial activity, taking care of a continuous dialogue using at best all the methods of interaction available
· To maintain constantly updated on the evolution of strategy and commercial policy, on the launch of new products and on commercial initiatives