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Call Centre Agent

Date Posted
13th July 2017
Customer Service & Call Centre
Job Type
Cayman Islands
Not Disclosed

Job Summary

The successful applicant will provide excellent customer service to our Call Centre customers.

Job Description

The agent will be expected to handle general customer queries relating to our Community Banking Products and Services and provide our customers with assistance that consistently reflects the Bank’s service standards.

Your responsibilities will include:

  • assisting customers with their various queries, requests, issues and complaints received by telephone, online mail and or e-mail as required, while logging customer queries or complaints in Call Centre tracking system
  • processing incoming e-mails addressed to including sending to the relevant departments 
  • processing incoming requests as received from the Online Mail via the Online Banking Portal 
  • creating notes for Debit Cards and Credit Cards for travel and Online purchases 
  • creating, managing, and completing Online and Wire Fraud tickets via the Call Centre’s tracking system 
  • forwarding voicemail messages received overnight in the mail box to the relevant department 
  • re-routing faxes received in the centralised box to the appropriate personnel 
  • ensuring all open queries are resolved by no later than the following business day 
  • providing support to the Electronic Banking Team when required 
  • performing other duties as assigned by the Supervisor, Call Centre 

Required qualifications and skills:

  • High School graduate with at least 3 IGCSE passes 
  • excellent communication, customer service and problem solving skills 
  • ability to work in a busy environment and be able to multi-task 
  • excellent command of the English language, both oral and written 
  • computer literate 
  • must have banking experience and knowledge of Community Banking products and services 

Salary Range: CI$30,000 to CI$36,000 per annum

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