• Assist customers on Conventional Banking & Islamic Banking Products.• Work experience in Finacle .• Assisting the customer over the phone regarding credit cards, accounts, Over drafts, loans, Insurance and other retail products of the bank.• Handling escalation calls and closing customer cases on priority.• Training new agents and guide them on the escalated queries/complaints.• Resolving customer queries on first call (approx. 90% of calls)• Understanding the customer query/complaint and resolving it at that particular time or else escalating the complaint to the concerned department for quick resolution.• Following up with the concerned departments and keeping the customer updated about their complaints or request.• Convince & Retain customers to maintain the relationship with RAK Bank.• Achieving monthly targets for the particular month.• Assisting Agents in resolving the overall queries and Managing the service level from time to time.• Cross-selling of products like Balance transfer, Credit Card Cheque, Loans, Company accounts, mortgages, Insurances and other banking solutions.

• Assisted Sales & Operations Team in the Retention department which involved duties such as correspondence, objection handling, retaining customers and upgrading their contract terms and provide services to customers in any product related queries in the Retention department.• Conducting daily briefing and updating the handset stock availability.• Worked as a senior advisor in the Retention department for 16 months.• Sent out customer packages and followed up on rush deliveries.• Also assisted in shift rotations to accommodate clients’ requirements.