Phone Banking Officer

Ensuring that customers get world-class services and their needs are

understood and met through financial products that the Bank has to offer.

 Customer Engagement: Continuous engagement with the portfolio customers mapped as per the contact policy, with accurate & complete capture of interaction details.

 Call handling as per defined standards.

 Accurate resolution for customer queries.

 Promoting Digital Banking services for a superior customer service experience.

 Profiling of customers in order to aid right cross-servicing of Bank products.

 Accurate logging and resolution of complaints.

 Attrition control of customers.

 Regular interactions with the customers and pro-actively assessing customer needs.

 Deepening relationship by cross selling 'sticky products' like Demat, Bill Pay, Advisory etc.

 Ensure portfolio quality of relationship while racing considering eligibility.

 Monitor large amount movements and account closure from the deposit accounts.

 Ensure retention of customers.

 Achievement of portfolio parameters: Meet the defined objectives

of the Portfolio managed by the respective VRM.

 Sales: Right cross-sell of products basis profiling and engagement.

 Penetration of products across groups.

 Sales across all product segments-TPP, Assets, Cards etc.

 Acquiring & grouping of all related IDs of the Primary ID.

 Use of triggers to track maturity of FDs, movement of CASA balances etc. and prevent outflow.

 Ensure Staff are trained on product knowledge and requisite certifications.

 Income to be generated at a customer level.

 Interaction Quality: Achieve Quality benchmarks defined from time to time.

 Complete and accurate capture of call interactions, including profiling thereby aiding relationship management.

 Audit and Service Quality Ensure all laid down system and process is followed as stipulated by Audit and Senior Management.

 Ensure accurate and timely submission of financial transactions & requests.

 Adherence to set processes of updating customer interactions in CRM next.

 MIS – Reporting: Ensure timely submission of Customer base review / reports as requested by Central Team / Senior Management.

 To engage regularly with the customers as defined by the contact policy and provide a Consistent & a Superior Digital Experience. Ensuring that customers get world-class services.

 To enhance Customer Relationship & while doing so, Educate, Encourage & Induce the customers to use the Digital mediums for their banking transactions/ needs, while keeping a "window' to talk.

 Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines and regulatory requirements are followed.

 So that the RM becomes the top of the mind recall amongst the customers in the catchment for all their financial needs and services.

 thereby ensuring that the RM also achieves the key performance parameters set.

Job Types: Full-time, Fresher

Salary: ₹15,000.00 - ₹20,000.00 per month

Benefits:

Health insurance
Paid sick time
Provident Fund
Schedule:

Day shift
Monday to Friday
Supplemental pay types:

Commission pay
Performance bonus
Quarterly bonus
Yearly bonus
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