Call Center - Intern

Fresh graduates may apply for Trainee/Junior Call Center Agent positions.

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

Excellent spoken Bangla and English, with clear pronunciation and professional telephone etiquette.

Strong listening and questioning skills.

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

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

Proficiency in call center software, MS Word, and MS Excel.

Willingness to work in rotational shifts, including 24/7 operations.

Handle incoming customer calls professionally, providing accurate information and appropriate solutions.

Respond to inquiries regarding accounts, cards, loans, digital banking, transactions, fees, and other banking services.

Receive complaints from bank branches regarding network connectivity and service disruptions, resolving or escalating issues to the relevant personnel.

Register, resolve, and follow up on customer complaints within established SLA timelines.

Process authorized service requests in accordance with banking procedures and customer authentication requirements.

Conduct callbacks, customer follow-ups, service confirmations, and campaign-related calls.

Clearly explain banking products, services, promotional campaigns, digital channels, and applicable charges.

Identify customer needs and recommend suitable cards, deposit products, loans, and digital banking services.

Escalate technical, financial, fraud-related, and policy-related issues to the appropriate departments.

Follow established customer identification and security protocols before disclosing account-related information.