• Interact with customers over the phone to understand their banking needs.

• Provide excellent customer service to achieve customer loyalty.

• Resolve problems over the telephone on the spot.

• Convert sales opportunities to meet financial targets.

• Clarify and explain procedures and products over the telephone.

• Capture and report customer feedback towards continual product development.

• Operates in a Call Centre environment where the interface with customers is over the telephone.

• Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.

• Mostly related to explaining procedures or providing information regarding retail banking products.

Also involves root cause analysis and reversals of charges and fees when necessary.