What are the responsibilities and job description for the Management Trainee - Deposits FLM position at Genpact LLC?
Brief Description
First level support for general inquiries and customer support, including:
Inbound voice servicing inclusive of prospects and existing customers
Maturity date; Yield rate
How to transfer money from one account to another
How to link a new account; how to use virtual platform
How to apply / Benefits
Complaints handing; High Risk customer service; Technical queue; Resolutions
Processing of money movement
Recognize individual customer service needs and resolve any partner concern enquiry
Coaching & Mentoring team to provide resolutions at the first point of contact, avoiding customers having to call again, or have the call transferred
Ability to handle complaints and customer concerns where appropriate
Excellent customer service, negotiation and social skills with the ability to recognize and support the specific needs of the most vulnerable customers
Keen to progress to other levels and will consistently self-assess your own & teams’ performance against agreed targets by working closely with your Operations leads
Work effectively with a team, recognizing how teams can deliver great results
Responsibilities include
Responsible to lead 15 Deposits Advisers. Lead customers through a variety of channels including telephone (both inbound and outbound), internet chat and written correspondence
Constant monitoring, coaching and development of designated Customer Service Advisors
Expected to acquire detailed knowledge of product ranges and excellent service and sales skills to enable them to provide service excellence and progress sales opportunities when appropriate.
Ensure your team offers an excellent level of customer service, pro-actively serve customers across their product portfolio, cross-sell additional products and resolve a wide range of common, customer enquiries across the product range.
Coach & mentor agents to follow clear instructions and guidelines to resolve customer enquiries. These guidelines will also prompt the agent to promote and sell appropriate products, including insurance-based products.
Liaison with training team to enable your team to build rapport and determine appropriate solutions for the customer.
Collaborate with colleagues across multiple departments in order to provide a high-quality service to customers
Qualifications
Minimum qualifications
Any Graduates (preferably non B.techs)
Minimum of 24 months experience in contact/call center in leading team customer service and/or sales area
Excellent communication and interpersonal skills
Good written& negotiation Skills
Flexibility of shifts and to work overtime hours as per business requirements.
Commitment to performance excellence or doing a phenomenal job
Results Oriented & Phenomenal teammate
Analytical & problem-solving skills
Multi-tasking &Stress management abilities
Ability to maintain high levels of confidentiality and data security standards
Work through multiple tasks with minimal direction
Preferred qualifications
Customer Service within Deposits operations
Job Type: Full-time
Schedule:
- 8 hour shift
Experience:
- Cash handling: 1 year (Preferred)
- Banking: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Work Location: One location