Job Description
Your journey of aspirations begins here!
CDB believes in elevating the lives of all Sri Lankans. Our focus is to employ and engage individuals who aspire to grow their careers within a renowned financial entity, working with a dynamic team of industry professionals who are dedicated to raising the bar and setting benchmarks in Sri Lanka's financial industry.
Customer Service Associate - Premium Customer Engagement (Outbound)
We are seeking a highly customer-focused Customer Service Associate – Premium Customer Engagement (Outbound) to manage proactive customer interactions with Affluent and High-Net-Worth (HNW) customers.
The role will be responsible for delivering professional, personalized and consistent outbound customer experiences across customer verification, welcome calls, product and service communications, event engagement, targeted campaigns, telemarketing and other premium customer engagement initiatives.
Key Responsibilities
- Conduct outbound calls to Affluent and HNW customers for customer verification and service-related requirements.
- Conduct welcome calls for newly onboarded customers across selected products and services.
- Communicate relevant product, service and customer experience information clearly, accurately and professionally.
- Support outbound customer engagement activities relating to lending, cards and other selected premium products and services.
- Manage customer calls relating to events, including invitations, confirmations, reminders and other event-related communications.
- Support targeted telemarketing, cross-selling and customer engagement campaigns.
- Conduct proactive customer follow-ups in line with defined customer engagement initiatives.
- Identify customer needs, preferences and potential opportunities during customer interactions, and appropriately refer or escalate them to the relevant teams.
- Maintain accurate and timely records of customer interactions, outcomes and follow-up requirements.
- Ensure all customer communications are handled professionally and in accordance with approved guidelines, procedures, compliance requirements and service standards.
- Protect customer confidentiality and handle sensitive customer information with the highest level of discretion.
- Consistently deliver a premium customer experience aligned with the expectations of Affluent and HNW customers.
Candidate Profile
- Minimum 1–3 years of experience in Contact Center, Customer Service, Customer Engagement, Telemarketing or a similar customer-facing role.
- Previous experience handling Affluent, HNW, Premium, Private Banking or relationship-managed customers will be highly advantageous.
- Proven experience in outbound customer engagement, customer verification, welcome calls, telemarketing or other customer engagement campaigns.
- Experience within financial services, banking, lending, cards, wealth management or premium customer service environment will be an added advantage.
- Excellent verbal communication skills with strong telephone etiquette and a professional manner.
- Good negotiation, influencing and communication skills.
- Strong interpersonal skills with the ability to communicate effectively with customers from diverse backgrounds.
- Ability to work effectively in a target-driven and service-oriented environment.