Dear Mr/Mrs
I am a customer service agente with more than 8 years of experience with great knowledge of finances. I have working with face to face customer, over the phone, email and chat, always looking for the best solutions for their inquirers, following the business standards and procedures in a fast paced environment.
Experience
AIB BANK
Jul 2021 – Present
Dublin
Customer service
Delivered excellent customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Responsible for diagnosing queries from customers of the Republic of Ireland, Northern Ireland and United Kingdom via phone for banking cards services and AIB business/ personnel applications.
Answered queries related to businesses and personnel debit and credit cards.
Understanding of accounts procedures.
Proficient in computer programs related to debit and credit cards systems.
Utilized exceptional listening skills to answer customer inquiries.
Research and report cases of fraud to the falcon team.
Educate and inform customers of the new European payment regulations as SCA (Strong Customer Authentication).
Followed procedures of lost and stolen services.
Assisted branch staff with queries related to cards and AIB personnel and business applications.
Check for personnel and business cards statements inquiries.
Directed incoming calls to internal personnel and departments, routing to best-qualified department
. Educated customers about billing payments processing and support policies and procedures.
Enhanced productivity by staying on top of calls scripts and maintaining control over direction of conversations.
Met all customers guidelines including service level, handle time and productivity.
Assisted customers to register for the AIB business authenticator application.
Troubleshooting mobile devices, tablets and computers diagnosing problems related to AIB authenticator and personnel applications while leveraging personal expertise to find appropriated resolutions.
Answered numerous calls, emails per day addressing customers inquiries, solving problems and providing product information.
Collaborating with different departments within, to correct mistakes and find resolutions to the several banking.
