IVR Banking Call Centre – Evenings (FTC 6 months)

Unfortunately due to the volume of applicants, the client will only interview candidates who have previous banking call centre/ banking customer experience. Our client, an International Bank, is looking for a IVR Banking Call Centre (Evenings) candidate to join their team in London on a FTC 6 months basis with possibility of going permanent. This is working out of office hours 5.00p.m. – 10.00p.m. (including Bank Holidays and weekends 9.00a.m. – 6.00p.m.). This is working remotely with occasional travel to the City. The purpose of the role is to assist with Debit Card related queries through the Interactive Voice Response System (IVR). Key responsibilities / accountabilities: • Greet customers professionally. • Respond to customer inquiries in a timely manner. • Handle and resolve customer inquiries received via calls routed through IVR related to debit card issues. • Guide customers through automated processes for card activation, cancellation or reporting lost/stolen cards. • Provide personalized assistance when needed including verifying customers identity securely. • Troubleshoot common debit card problems and escalate complex cases to the appropriate department. • Ensure all customer interactions are documented accurately in the portal. • Maintain knowledge of IVR system functionalities. • Follow up on unresolved issues to ensure timely resolution. • Always adhere to data security and confidentiality standards. Skills and Experience: • GCSE, High School diploma or equivalent • Strong banking customer service and interpersonal skills • Basic math and computer skills • Flexibility to work various shifts. • Prior experience in banking customer support, banking call centre or banking operations • Proficient in computer skills, including Microsoft Office Suite. For more information on this role please contact Judith Webb by sending your CV quoting ref (phone number removed)JW