Officer Transaction Monitoring

5 days ago

Lahore, Punjab, Pakistan Allied Bank Limited Full time

Required Skill set:

  • Strong analytical and problem-solving skill.
  • Excellent communication, Active listening and interpersonal skills.
  • Proficient in using call monitoring software and quality assessment tools.
  • Ability to work independently as well as part of a team.
  • Ability to manage multiple tasks and priorities effectively.
  • Presentation skills, creative thinking skills along with strong grip on Microsoft office.
  • In-depth knowledge of Call Center Operations Matrixes and reports, process and procedure.
  • Adaptability, Flexibility & Cultural Awareness.

Job Responsibilities:

  • Stay updated on all relevant policies, procedures, and Standard Operating Procedures (SOPs) related to service quality within the call center.
  • Evaluate the calls and complete daily target of call monitoring as per defined SOP.
  • Utilize active listening skills and strong decision-making abilities to evaluate financial / non-financial calls effectively. Respond promptly and take precautionary actions when and where required.
  • Generate report of Transaction call monitoring and share with line management.
  • Instantly act on any out of pattern activities to mitigate any potential fraud risk.
  • Give constrictive feedback and coaching to Contact Center agents on the basis of call evaluation.
  • Conduct Call backs when and where required to authenticate customer.
  • Organize and conduct one-on-one and collective training sessions to emphasize the accuracy in banking transactions.
  • Ensure highlighting error / gap found in calls to relevant team.
  • Arrange approvals for execution of financial transactions as required in process manual.
  • Assist line manager for any associated task.
  • Responsible to maintain and update call monitoring record.
  • Any other task(s) assigned by Line Management.

Qualification:

Preferably Masters but at least Bachelor degree or equivalent professional qualification from reputed university

Experience: Preferably 1 year and above experience in relevant field.

Location: Islamabad, Lahore and Karachi

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