Contact Centre Associate

Contact Centre Associate – National Development Bank PLC

Job Overview

National Development Bank PLC (NDB Bank) is seeking applications for the position of Contact Centre Associate (Permanent). The role is responsible for handling NDB customers over the phone, resolving customer issues professionally, providing quality service and achieving assigned sales and service targets.

Job Category: Banking & Insurance, Customer Service & BPO, Sales & Marketing, Private Jobs
Job Location: Sri Lanka
Employment Type: Permanent

Position Details

Position: Contact Centre Associate
Employment Type: Permanent
Job Level: Banking Associate / Senior Banking Associate / Junior Executive
Company: National Development Bank PLC

Company Overview

National Development Bank PLC is a licensed commercial bank in Sri Lanka, providing a range of banking and financial services to customers.

Qualifications & Experience

• Completion up to Advanced Level or completion of a Diploma.
• Minimum 2 years of experience in banking or a related field.
• Similar experience in Sales and Marketing will be an added advantage.

Key Responsibilities

• Assure exceptional customer experience across all Contact Centre channels.
• Collaborate with cross-functional teams to implement customer-centric initiatives.
• Ensure service levels are met and take full responsibility for the service level during working hours.
• Ensure the Call Centre achieves service levels and maintains a low abandoned rate on a daily/monthly basis.
• Assist the team by answering calls during weekends and peak hours when required to manage set SLAs.
• Ensure staff service quality-related complaints and overall complaints are resolved within established timelines.

Required Skills

• Excellent communication skills.
• Strong interpersonal skills.
• Strong analytical skills.
• Good problem-solving skills.
• Good customer service skills.
• Strong negotiation skills.
• Ability to work effectively in a customer-focused contact centre environment.
• Ability to support service-level and customer experience targets.

Salary & Benefits

• Salary and benefits are according to NDB Bank’s applicable remuneration structure.
• Permanent employment opportunity.
• Career development opportunities within the banking and customer service environment.

How to Apply

Interested candidates who meet the above requirements should submit their application through the NDB Bank Careers portal on or before:

23 September 2026

Important Notes

• This position is available at Banking Associate / Senior Banking Associate / Junior Executive level.
• The position is permanent.
• Applicants should be prepared to support weekend and peak-hour call requirements when necessary.
• Only shortlisted applicants will be contacted.
• NDB Bank is an equal opportunity employer.