Moderate
Reskilling Potential
The reskilling potential is moderate, with tasks like data entry being highly automatable, while tasks that require decision-making, troubleshooting, and personalized recommendations are less automatable.
High to Very High
Upskilling Potential
The upskilling potential is high to very high, as AI can significantly assist in tasks like providing recommendations, monitoring risk, and analyzing customer trends, enhancing the ability of employees to perform their roles effectively.
Guild Transform's job and task analysis is intended for illustrative purposes only, and you should not rely on any outputs for your decision making processes. Guild hereby disclaims any and all warranties, express or implied, and any and all liability, arising out of or in connection with Guild Transform’s analysis.
Top skilling recommendations
- AI & ChatGPT for Everyone
**AI Upskilling
**
By completing the AI & ChatGPT for Everyone course, Call Center Bankers can enhance their ability to resolve customer inquiries efficiently and provide personalized banking solutions using AI-driven conversation tools. - Artificial Intelligence (AI) Foundations Badge
**AI Fundamentals
**
By completing the Artificial Intelligence (AI) Foundations Badge, Call Center Bankers can enhance their ability to automate data entry, augment customer issue resolution, and recommend financial products. - Undergraduate Microcredential in Professional Readiness
**Durable Skills
**
By earning the Undergraduate Microcredential in Professional Readiness, Call Center Bankers can enhance problem-solving, communication, and leadership skills, improving customer interactions and service efficiency.
Task Analysis
| Descriptions | Percent Time | AI Automation Score | AI Augmentation Score |
|---|---|---|---|
| Handle inbound calls and digital inquiries from customers, providing solutions to their banking needs, processing transactions, answering questions, and resolving issues. | 30% | Moderate to High | High to Very High |
| Utilize multiple systems to troubleshoot and resolve customer issues, applying critical thinking and decision-making skills to ensure customer satisfaction. | 20% | Moderate | Very High |
| Identify opportunities to recommend banking products and services that align with customer needs, assisting customers with the onboarding of new accounts and explaining the benefits of various financial products. | 15% | Low | Very High |
| Monitor and manage risk in all transactions, ensuring compliance with banking regulations and internal policies. | 10% | Moderate | Moderate to High |
| Contribute to building the company’s brand by delivering industry-leading service and innovative solutions that enhance the customer experience. | 10% | Very Low | High to Very High |
| Perform data entry and maintain accurate records of customer interactions and transactions. | 5% | Very High | Moderate |
| Provide feedback to management on customer trends and potential areas for service improvement. | 5% | Very Low | Very High |
| Assist in training new call center bankers and sharing best practices. | 3% | Very Low | High to Very High |
| Handle escalated customer issues that require more in-depth knowledge or decision-making authority. | 1% | Very Low | Very High |
| Stay updated on the latest banking products, services, and industry regulations to provide accurate information to customers. | 1% | Very Low | Very High |