Call Center Agent

About the Role

Join the bank’s remote call center team in Riyadh and contribute to the delivery of customer service aligned with the institution’s strategic goals. The position is focused on handling customer interactions professionally, supporting service excellence, and helping the department execute its plans and targets.

What You’ll Do

• Handle incoming customer calls with professionalism, patience, and a service-focused approach while addressing questions, requests, and complaints.
• Capture customer details accurately and complete the required records and forms needed to process service requests and resolve issues.
• Identify suitable opportunities to introduce and cross-sell bank products and services based on customer needs.
• Work toward call center performance goals such as quality scores, service-level commitments, and customer satisfaction metrics.
• Explain products, services, procedures, and applicable bank policies clearly to customers.
• Log feedback, complaints, and escalation information correctly in the call center system.
• Escalate unresolved complaints or system-related problems to the Call Center Supervisor without delay.
• Coordinate with internal teams to close customer requests that need support from other departments.
• Follow bank rules, compliance requirements, and SAMA regulatory standards at all times.

Requirements

• A bachelor’s degree in Business Administration, Banking, or another related discipline is required.
• A professional certification relevant to the role is an added advantage.
• No prior experience is required for bachelor’s degree holders; candidates with a diploma should have about 1 year of relevant experience.
• Previous exposure to call center work, customer service, banking support, or a similar field is preferred.

Skills

• Customer service orientation
• Complaint handling
• Phone-based communication
• Documentation and record keeping
• Cross-selling
• Call center KPI tracking
• Banking product awareness
• Regulatory compliance
• Issue escalation
• Internal coordination

Additional Information

This role supports the bank’s broader strategy and departmental plans. It also requires consistent attention to service quality, customer satisfaction, and compliance with internal policies and SAMA regulations.