Call Centre Intern

Reporting Line: Marketing & Communications Manager

Job Overview:

To cater for our Muslim clients and other ethical investors, Standard Investment Bank through its Islamic Investment Banking window, SIB Najah is seeking a Call Centre Intern to join our dynamic team. The ideal candidate will have a strong understanding of Islamic finance principles and regulations, coupled with excellent client service skills.

As a Call Centre Intern, you will play a pivotal role in providing exemplary client service via telephone and email by addressing inquiries, resolving issues, and ensuring a positive customer experience.

Responsibilities:

Customer Interaction:

• Handle incoming calls from clients with professionalism, addressing inquiries, and providing accurate information regarding banking and investment products.
• Assist clients in navigating online platforms, processing transactions, and resolving account-related issues.

Operational Gap Analysis:

• Conduct regular reviews of existing call centre systems and processes to identify potential operational gaps and inefficiencies.
• Collaborate with cross-functional teams to implement improvements and streamline procedures for enhanced customer service.

Documentation and Reporting:

• Maintain detailed records of customer customer interactions, ensuring accuracy and compliance with investment banking regulations.Generate reports on operational performance, highlighting areas of improvement and presenting recommendations to management.

Training and Development:

• Participate in training programs for call centre staff to ensure a consistent and high standard of customer service.
• Contribute insights to the development of training materials, focusing on addressing identified operational gaps.

Continuous Improvement:

• Stay informed about industry trends, regulatory changes, and emerging technologies to propose innovative solutions for enhancing call centre operations.
• Actively participate in team meetings to discuss challenges, share best practices, and contribute to a culture of continuous improvement.

Core Competencies

The following Core competencies are the skills, knowledge and behaviours expected of an employee at Standard Investment Bank:

• Maximizing Resources – Builds and leverages infrastructure, knowledge and networks
• Empowerment – Empowers customers, employees, shareholders and society
• Care and Protection – Demonstrates care and protection to customers, employees, shareholders and society
• Communication Skills – Communicates proactively, clearly, timely, consistently, completely and professionally – in written and oral forms to both internal and customers
• Initiative & Confidence – Generates and shares new ideas that add value to SIB and looks at different ways to solve problems and address difficulties
• Teamwork – Contributes fully to team effort and plays an integral part in the smooth running of teams without necessarily taking the lead
• Sector Acumen – Has a good understanding of the sector environment and the impact their behaviour has on co-employees, service delivery to customers and SIB’s reputation
• Respect – Treats colleagues and customers in a manner which demonstrates integrity, honesty, fairness and value for other people’s time