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.

Purpose

The purpose of Help Desk is to resolve as many customer enquiries as possible at the first point of contact, to provide information about our product and services, to provide accurate advice and guidance where applicable and to promote cross sale and upselling of our featured products.

Guide our customers about digital transaction they could undertake at their own convenience without visiting branches.  Some of our customers may need continued support and guidance to deal with digital transaction and some may prefer to traditional way i.e. visiting branches to carry out transactions.

We want to re-position our Customer Services function at the heart of what we do as an organization, as this is the primary area where most of our customers will engage with us.

Reporting: Operations In-charge/ Branch Manager (where applicable)

• Daily Report – No. of customer assisted per day
• No. of account solicited per day
• No. of cross selling per day
• Any Other Task assigned by the Operations In-charge/ Branch Manager [SK2] 

 Review/Monitoring:  Cluster Head/Province Manger

Monthly basis review to be carried out for initial three months and based on the satisfactory performance will be extended further.