About Company
Sterling Bank is a leading financial institution dedicated to enriching lives by fostering wealth creation and enabling access to innovative banking solutions. With a rich history of over 60 years, we have built a reputation for pioneering digital transformation and delivering exceptional customer experiences. Our vision is to be the financial partner of choice, driven by a commitment to excellence, integrity, and sustainable growth. We believe in nurturing talent, providing a vibrant work environment, and empowering our employees to make a tangible impact on the lives of our customers and the broader community. Joining Sterling Bank means becoming part of a forward-thinking team that values innovation, collaboration, and continuous learning.
Job Description
Sterling Bank is urgently seeking a highly motivated and customer-focused Call Center Agent to join our dynamic team in Summit Hills, Calabar. This is an exciting opportunity for individuals passionate about delivering outstanding service and making a difference in the financial sector. As a Call Center Agent, you will be the first point of contact for our valued customers, providing comprehensive support and information regarding our diverse range of banking products and services. You will engage with customers through inbound calls, addressing inquiries, resolving issues, and guiding them through various banking processes with professionalism and empathy.
Your role will involve handling a high volume of calls in a fast-paced environment, requiring strong multi-tasking abilities and exceptional problem-solving skills. You will be instrumental in ensuring customer satisfaction by accurately diagnosing customer needs, providing timely and effective solutions, and escalating complex issues when necessary. This position requires a proactive approach to identifying opportunities to educate customers on new products or services that align with their financial goals. Successful candidates will embody Sterling Bank’s commitment to service excellence, maintaining a positive attitude and a customer-centric approach in every interaction. We are looking for individuals who are not only adept at communication but also possess a keen eye for detail, the ability to work collaboratively within a team, and a strong desire for continuous personal and professional development within the banking industry. If you are ready to embark on a rewarding career where your contributions are valued and your potential is limitless, we encourage you to apply today!
Key Responsibilities
- Answer inbound calls promptly and professionally, addressing customer inquiries and providing accurate information about Sterling Bank's products and services.
- Resolve customer complaints and issues efficiently and effectively, ensuring a positive resolution and escalating complex cases to appropriate departments when necessary.
- Assist customers with account-related transactions, balance inquiries, statement requests, and troubleshooting online banking issues.
- Document all customer interactions accurately and comprehensively in the bank's CRM system.
- Identify opportunities to cross-sell or up-sell relevant banking products and services based on customer needs.
- Adhere strictly to banking policies, procedures, and regulatory requirements.
- Maintain a high level of product knowledge across all Sterling Bank offerings.
- Collaborate with team members and other departments to ensure seamless customer service delivery.
- Participate in ongoing training and development programs to enhance skills and product knowledge.
Required Skills
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency in basic computer applications and ability to quickly learn new software.
- Exceptional customer service orientation and empathy.
- Ability to work effectively in a fast-paced, high-volume call center environment.
- Attention to detail and accuracy in documenting information.
- Ability to remain calm and professional under pressure.
Preferred Qualifications
- Bachelor's Degree, Higher National Diploma (HND), or Ordinary National Diploma (OND) in any discipline.
- Previous experience in a call center, customer service, or banking environment.
- Familiarity with banking products, services, and financial regulations.
- Proficiency in multiple Nigerian languages (e.g., Efik, Ibibio, Hausa, Igbo, Yoruba) is a plus.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance package.
- Paid time off and holidays.
- Extensive training and professional development opportunities.
- Clear career growth paths within Sterling Bank.
- A supportive and collaborative work environment.
- Access to employee wellness programs.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your resume is up-to-date and reflects your relevant experience and skills. We look forward to reviewing your application and potentially welcoming you to the Sterling Bank family!