Subject Matter Expert - Retail Liabilities

The job requires you to attend inbound calls from customers in Retail Assets, ensuring their queries and requests are processed to their satisfaction. You will have the opportunity to identify and convert cross-selling opportunities for banking products during customer calls. It is essential to maintain quality communication and customer service within defined productivity and service benchmarks. Your responsibilities include ensuring customer delight, consistent service experience, and timely resolution of customer queries and issues. You will need to complete the specified logs by the end of the day and adhere to Information Security and quality process norms. Staying informed about any updates related to the process and acting on feedback provided by the Team Leader, Team Coach, or Quality for performance improvement are crucial aspects of the role. As a Subject Matter Expert (SME), you will assist the Team Leader in enhancing and maintaining performance by ensuring timely processing of requests in the CRM Siebel and providing knowledge support to officers through 1-1 sessions. The ideal candidate for this position is a graduate with preferably 1-2 years of experience, including at least 6 months in a customer service role (understanding of the call center industry is an advantage). Strong verbal and written communication skills are essential, along with the flexibility to work 24/7 (for females: 7 AM till 8 PM) including Sundays and holidays. You should also be open to having scattered 8 week-offs in a month with 9-hour shifts. Good listening skills, strong communication abilities, confidence, willingness to learn, positive attitude, integrity, and the ability to work collaboratively as a team player are traits that will contribute to your success in this role. Being self-motivated and capable of acting as a role model within the organization are additional qualities that are highly valued. This job posting description applies to both internal and external candidates.,