VERONICA NASSIWA

● Evaluating and entering customer information accurately into the system using KYC documents provided by the sourcing team.

● Communicating with onshore team to get resolution on pending information.

● Exceeding my daily target as set by my team captain.

● Screening all documents for corrections at pre dispersal stage.

● Prioritizing cases as highlighted by the team captain.

● Research needed information using available resources

• Completed accurate transactions following internal standards, industry best practices, and applicable regulations.

• Used outstanding problem-solving and communication skills to appease dissatisfied customers.
• Handled high call volumes with accuracy and efficiency for optimum productivity.
• Achieved daily performance targets, aiding department progression towards sales goals.
• Acted as first point of contact for customer issues and queries.
• Answer all customer contacts professionally and accurately in line with the latest guidance.
• Identify the needs of the customer through effective listening/questioning helping them achieve their best outcome.
• Respond to queries politely and educate customers with regards to banking products and services.
• Be a role model for the banks digital service promoting usage at every opportunity.
• Use available support tools to problem solve and resolve queries remove the barriers.
• Educate customers and resolve customer Internet Banking inquiries and general complaints
• Complete accurate system notes and updates
• Maintained accurate knowledge of current services to provide informative customer advice.

• Assisted customers with varying questions using product knowledge and service expertise.
• Answered customer telephone calls promptly and improved on-hold wait times.
• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
• Employed active listening and product expertise to successfully resolve inbound queries.
• Greeting customers, responding to questions, improving engagement and providing outstanding customer service.
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Take the extra mile to engage customers
• Cross Sell products and introduce new ones