REMOTE MANAGER

Do you want to develop your professional career? BBVA is a global company with more than 160 years of history that operates in more than 25 countries where we serve more than 80 million customers. We are more than 121,000 professionals who work in multidisciplinary teams with profiles as diverse as financiers, legal experts, data scientists, developers, engineers or designers.

Our people make the difference in our success. Type of Contract: Regular (Undefined) What are we looking for? Consult with the EE.CC visualization tool any doubt regarding the balance or consistency that the client requires to answer.

Respond to calls from clients from the designated segments according to the request (query, requirement or complaint) and then seek to offer a product remotely Provides a personal and dedicated experience to customers through remote channels, ensuring customer satisfaction Serves customers by solving their queries, managing servicing and taking advantage of the contact to generate business opportunities. Understand the needs of each customer, provide them with advice and offer them products according to their profile and needs Maintain correct language during the call, taking care of the quality of the service at all times and generating customer trust and satisfaction Incentivize so that the client can attend to all their requests and contracting of products through the bank's digital channels, providing advice and support to achieve this Offer the products available by voice recording, complying with the necessary protocols and speeches Refer clients to the most convenient physical office in case they cannot be attended to remotely, making the necessary coordination with the team so that they can be served with a good customer experience Conduct a client review prior to proactive call management to understand the client's current situation and offer personalized advice Understand the client's emotional state customer on the call to find the most effective way to handle the call and make an approved product offer. Detect dissatisfied customers or those with the intention of canceling their relationships with the Bank, with the aim of offering alternatives that can guarantee their permanence, always taking into account the contribution of value.

Comply with the availability schedules defined for service, coordinating with supervisory roles in the event of any emergency or need for absence. Obtain the necessary knowledge of the products, processes and services required to provide service. of quality to customersComply with service records in the designated tools in time and quality, facilitating the generation of information for continuous improvement of the channel. As well as sending the satisfaction survey at the end of the care.

Attend the Management Model meetings for monitoring and planning objectives, retrospective sessions, training and scheduled reinforcements, and actively participate in them. As well as follow the guidelines defined in the protocols of the Service, Management and Direction Model Keep supervisory roles informed about the status of the service queue, generation of incidents or other problems that may affect the level of service and attention. Seek to contain customer complaints as much as possible, otherwise support them in their entry.

Likewise, rely on your supervisor in cases where a client cannot be contained and it is required to escalate to the next level. Contact the client proactively to offer them digital and/or Risk-approved products through a call. Give feedback, reserve and release the approved offers offered to clients if the client desists from taking them, so that they provide feedback on their quality.

Evaluate and analyze credit operations and raise them to the corresponding levels and correct observations in documentation until approval is achieved. Address and sell insurance commercial offers to clients from the applications used by remote managers, which must have approved functions according to the TXT Matrix. Other functions assigned by the leader and promote the continuous improvement of the position.

Responsible banking​Our responsible banking model aims to achieve a more inclusive and sustainable society. Because the future of finance is to finance the future. We started with the spirit of helping others make the best financial decisions.

That spirit remains today and encourages us to continue moving forward, prioritizing innovation and digital transformation and making the opportunities of this new era available to everyone.DiversityAt BBVA we believe that having a diverse team makes us a better bank. For this reason we actively support diversity, inclusion and equal opportunities regardless of race, sex, age, religion, sexual orientation, gender identity, gender expression, among others. We cultivate a collaborative and inclusive work environment that allows us to show the best of each person.Our valuesOur values define our identity and are the lever that drives us to make our purpose a reality and guide us in all our actions and decisions.Legal

Requirements

If the position you are applying for is located outside the country in which you are currently located, you may need to obtain a visa and/or work and/or residence permit, as well as comply with any other

Requirements

that may be required by labor regulations. and immigration or by the local professional regulations applicable to the position in the country in question. In the event that you are the final candidate, BBVA may assist you in the processing of the corresponding permit/visa, understanding that if for any circumstance (i.) the corresponding visa and/or work and/or residence permit is not issued, (ii.) or any other

Requirements

demanded by the labor and/or immigration regulations and/or the local professional regulations applicable to the performance of the position in force in the country are not met, Unfortunately you will be excluded from the position. Likewise, if you have a visa and/or work and/or residence permit for the corresponding country, please indicate this when applying for the position.Originally posted on Himalayas