• Handle incoming customer and partner queries via phone, email, and chat in both **Croatian/Bosnian/Serbian** and **English** • Assist with reservations, cancellations, modifications, and general travel-related issues • Provide guidance on platform tools, policies, and procedures • Log all interactions in the CRM system, ensuring accuracy and follow-up • Identify issues, resolve them quickly, and escalate when necessary • Maintain professionalism and empathy, particularly in stressful situations • Consistently meet service quality and customer satisfaction goals

**Job Summary** Catilas Resources Limited is currently recruiting motivated individuals to join our team as an **Agency Banking Field Representative** for a leading commercial Bank in Nigeria. As an Agency Banking Field Representative, you will be responsible for expanding the Bank’s reach and supporting banking agents. This role requires proactivity and excellent interpersonal skills. Responsibilities: - Recruit and onboard suitable agents according to the Bank’s requirements - Ensure effective training of agents on the Bank’s products, services and digital platforms. - Maintain the relationship between the Bank and agents while upholding excellent performance and ensuring compliance. - Ensure agents adhere to banking regulations and operational guidelines through adequate fraud prevention trainings schemes. - Devise plans to expand Agency banking and improve customer service. - Educate agents on digital banking to ensure efficiency.

• Monitor and manage automated travel booking processes. • Identify opportunities to automate operational workflows and reduce manual tasks. • Investigate booking exceptions and automation failures. • Collaborate with Product and Engineering teams to enhance automation capabilities. • Analyze operational data and recommend process improvements. • Ensure compliance with airline, hotel, and travel supplier policies. • Develop and maintain operational documentation and process guidelines. • Support system testing and implementation of new automation features.

• Manage travel fulfillment activities for flights, hotels, and related services. • Ensure timely issuance of tickets, confirmations, and travel documents. • Coordinate with suppliers and internal teams to fulfill customer requirements. • Handle booking amendments, cancellations, refunds, and reissues. • Monitor fulfillment performance and service quality metrics. • Resolve operational issues and escalations efficiently. • Ensure compliance with company procedures and travel policies. • Support junior team members and contribute to operational excellence initiatives.