- Interact with customers over the phone/Chat to understand their banking needs.
- Provide excellent customer service to achieve customer loyalty.
- Resolve problems over the telephone on the spot.
- Convert sales opportunities to meet financial targets.
- Clarify and explain procedures and products over the telephone.
- Capture and report customer feedback towards continual product development.
- Operates in a Call Centre environment

where the interface with customers is over the telephone.
- Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.
- Mostly related to explaining procedures or providing information regarding retail banking products
- Also involves root cause analysis and reversals of charges and fees when necessary.