Contact Centre Associate-AFL2
Contact Centre Associate-AFL2
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Job Description
Job summary
The Contact Centre Associate is responsible for providing quality customer service through inbound and outbound calls emails text messages or other electronic media. You will be expected to develop a thorough understanding of our products and services to provide the best customer experience along with managing daily assignments.
About Affinity
Affinity is a digitallydriven financial institution that provides affordable services to the underserved and unbanked. We have built channels for both digital natives and low fidelity users enabling us to provide banking services 24/7 to the mass market at a low cost. Our products are delivered via mobile apps and an Agency network.
Skills :
Key Responsibilities
- Respond to customer inquiries regarding Affinity products and services by phone and online messages
- Answer customer questions regarding account information transactions balances and other customer service requests
- Process customer service requests
- Handle customer complaints in a professional manner and escalate issues as needed
- Provide information about Affinity products such as downloading and utilizing the Affinity App loans and investment opportunities
- Follow established procedures for customer authentication and account verification
- Research customer inquiries and provide accurate and detailed information
- Update customer records and accounts in the system based on established procedure
- Assist customer centres with customer inquiries
- Maintain a high level of customer service and professionalism at all times
- Ensures compliance with established policies and procedures.
- Demonstrates knowledge of adherence to monitoring and responsibility for compliance with all regulatory requirements pertaining to doing business with Affinity
- Capitalise on all opportunity to expand Affinity s share of customer wallet
- Identify and resolve operational problems using defined processes expertise and judgment
- Provide feedback to team members and leadership regarding improvement opportunities
Employment Type
Full Time
