Executive - Call Center & Customer Experience

About the role

HNB FINANCE, a microfinance company licensed by the Central Bank of Sri Lanka, is hiring a full-time, on-site Executive for its Call Center and Customer Experience team in Nugegoda. The role handles inbound and outbound customer calls, answers inquiries and provides accurate information on HNB FINANCE products and services.

Key responsibilities

• Handle inbound and outbound customer calls and respond to inquiries
• Manage customer issues and escalate complex cases to the relevant teams so they are resolved promptly
• Document interactions and follow up on customer requests
• Support sales and marketing campaigns through the call center
• Contribute to process improvements that improve the customer experience
• Collaborate with branch and operations teams to deliver consistent service and protect the brand image

Required profile

• Strong customer-facing skills, including customer support and customer service
• Excellent communication in clear spoken and written English and Sinhala; Tamil is an advantage
• Basic sales skills: identifying customer needs, cross-selling or upselling financial products and meeting targets
• Prior experience in financial services, banking or a call center is preferred
• Ability to work in a fast-paced setting, manage several tasks and stay professional under pressure
• Minimum education: GCE A/L or equivalent; a diploma in customer service, marketing or a related field is an added advantage

Required skills

• Knowledge of contact center operations, call handling and call documentation
• CRM or call center systems
• Sound computer literacy, including MS Office and data entry