Customer Engagement Specialist

15 hours ago

Kolkata, West Bengal, India beBeeCustomerEngagement Full time ₹ 15,00,000 - ₹ 28,00,000

Job Title: Customer Engagement Specialist

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The right candidate will be preferred who can speak multiple languages.

This is a designation for a Customer Engagement Specialist.

Position Overview:

  • We are looking for a 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 Strategy:

  • 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 prevent outflow.
  • Ensure Staff are trained on product knowledge and requisite certifications.
  • Income to be generated at a customer level.

Quality Metrics:

  • Achieve Quality benchmarks defined from time to time.
  • Complete and accurate capture of call interactions, including profiling thereby aiding relationship management.

Service Standards:

  • Ensure all laid down system and process are 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.

Reporting Requirements:

  • Ensure timely submission of Customer base review reports as requested by Central Team Senior Management

Primary Responsibilities:

  • 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 and their needs are understood and met through financial products that the Bank has to offer
  • 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 to the bank whenever customer needs.
  • 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

Educational Qualifications Preferred:

  • Bachelor's Degree, any category

Required Skills:

  • Full Time Graduation Mandatory
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