Call Center - Intern

Fresh graduates may be considered for Trainee or Junior Call Center Agent roles.

Previous experience in call center operations or banking will be preferred for experienced positions.

Strong verbal communication skills in both Bengali and English.

Clear pronunciation, professional telephone etiquette, and effective listening and questioning abilities.

Basic understanding of ATM, debit/credit cards, mobile banking, internet banking, and digital payment services.

Ability to quickly learn and work with Core Banking, CRM, ticketing, and contact center applications.

Proficiency in call center software along with basic skills in MS Word and MS Excel.

Willingness and flexibility to work in rotational or 24/7 shifts.

Professionally handle incoming customer calls and provide accurate information and appropriate solutions.

Address customer inquiries related to accounts, cards, loans, digital banking, transactions, fees, products, and services.

Receive service-related complaints from bank branches, including link-down and operational issues, and provide solutions or escalate them to the appropriate personnel.

Log, resolve, and follow up on customer complaints in accordance with defined SLAs.

Process authorized customer service requests while strictly following bank procedures and authentication requirements.

Conduct callback services, customer follow-ups, service confirmations, and campaign-related outbound calls.

Clearly communicate information about banking products, services, campaigns, digital channels, and applicable fees or charges.

Understand customer requirements and recommend suitable banking products, including cards, deposits, loans, and digital banking services.

Escalate technical, financial, fraud-related, and policy-related concerns to the relevant departments for appropriate action.

Follow customer verification, identification, and security protocols before disclosing any account-related information.