Definition

Help Desk – Service Agents are associates whose primary responsibility is to ensure the customer feel looked after once they enter the banking hall and their service experience expectations are rightly met. 

Key Responsibility

• -Greets and welcomes customers and potential customers and directs them to the appropriate bank staff.
• Notifies appropriate staff when a visitor with an appointment arrives.
• -Oversees and maintains waiting area, keeping it stocked with brochures, deposit slips, and withdrawal forms.
• -Answers customer questions and provides general information on banking services and products.
• -Answers incoming customer phone calls, transfers call, and takes messages when necessary.
• -Follows up on customer issues.
• -Processes and distributes incoming mail; prepares outgoing mail for pickup.
• -Performs administrative services for branch staff as needed.
• -Performs other related duties as assigned by Branch Manager/Operations In-charge.

Objective

·         Engage the customer

·         Solve customer queries (including Account-related inquiries)

·         Guide the customer to the respective department (based on nature of task)

·         Provide information regarding the Bank’s products

·         Cross-sell and up-sell the Bank’s products

Importance

·         The Help Desk Associates will play a vital role in improving customer satisfaction and generating customer loyalty. 

·         Facilitate positive contact and communication between the customer and the Bank.

·         They are the first contact for customers and are hence, responsible for creating a good image of the Bank.

·         Shall act as the first point of contact on the customer journey, supporting customers via multiple channels (face to face, telephone, etc.)

·         Shall give accurate advice and guidance to customers, where possible resolving enquiries one on [SK1] one basis.

Shall promote a range of additional services, whilst encouraging and coaching customers to self-serve, enabling and encouraging the use of digital channels.