Phone Banking Officer |Service Assurance team

Exp: 1-6 years; Payroll-Direct Bank PayrollJob Purpose To engage regularly with the Imperia customers as defined by the contact policy and provide aConsistent & a Superior Digital Experience. Ensuring that customers get world-class services and their needsare understood and met through financial products that the Bank has to offer. To enhance Customer Relationship & while doing so, Educate, Encourage & Induce the customers touse the Digital mediums for their banking transactions/ needs, while keeping a "window' to talk to the bankwhenever customer needs. Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelinesand regulatory requirements are followed. So that the VRM becomes the top of the mind recall amongst the customers in the catchment for all theirfinancial needs and services, thereby ensuring that the VRM also achieves the key performance parametersset Job Responsibilities(JR)

6 8 Areas Actionable (4-6)Customer Engagement Continuous engagement with the portfoliocustomers mapped (500 to 600 groups/ PF) as per thecontact policy, with accurate & complete capture ofinteraction details. Call handling as per defined standards. Accurate resolution for customer queries. Promoting Digital Banking services for a superiorcustomer 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 'stickyproducts' like Demat, Bill Pay, Advisory etc. Ensure portfolio quality of relationship while racingconsidering eligibility. Monitor large amount movements and accountclosure from the deposit accounts. Ensure retention of customers Achievement of portfolio parameters Meet the defined objectives of the Portfoliomanaged by the respective Imperia -VRM Sales Right cross-sell of products basis profiling andengagement. Penetration of products across groups. Sales across all product segments-TPP, Assets, Cardsetc. Acquiring & grouping of all related IDs of thePrimary ID. Use of triggers to track maturity of FDs, movementof CASA balances etc and prevent outflow. Ensure Staff are trained on product knowledge andrequisite 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 arefollowed as stipulated by Audit and Senior Management Ensure accurate and timely submission of financialtransactions.& requests. Adherence to set processes of updating customerinteractions in CRM next. MIS Reporting Ensure timely submission of Customer base review/ reports as requested by Central Team / SeniorManagement. Educational Qualifications (examples listedbelow) Key Skills(examples listed below