Officer-Phone Banking

4 days ago

Bengaluru, Karnataka, India Ujjivan Small Finance Bank Full time ₹ 5,00,000 - ₹ 10,00,000 per year

ROLE PURPOSE & OBJECTIVE

  • Receive and respond to customer service account inquiries on account balances, transaction
  • Responsible for handling any inquiries and resolving customer complaints.
  • Promote banks products and services over calls.
  • Identify customer needs & refer customers to appropriate banking services
  • Help to avoid loss of customers and negative reviews
  • Play the role of a Mentor to new officers

  • Handle small projects within the unit

  • KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business

  • Adhere to all Service and Business metrics set for the unit
  • Inform and suggest new banking products to customers
  • Take leads for new bank accounts according to laid down rules and guidelines
  • Participate in marketing and awareness campaigns being executed through the phone banking channel to create an enlarged customer base
  • Ensure to pick up 85+ calls per day
  • Ensure constant monitoring of peer staff to ensure Zero instances of mis selling
  • Provide continual evaluation of processes and procedures.
  • Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

Customer

  • Increase the First Call Resolution Rate (FCR) in the calls handled.
  • Provide splendid customer services to customers in a friendly and courteous manner at all times
  • Have sufficient knowledge about the banking products and services to respond to all customer inquiries accordingly.
  • Improve customers banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay.
  • Inform and educate customers on alternative/ digital channels of bank such as ATMs/ BCs / Internet & Mobile Banking
  • Provide information to customers on their account status and account balances.
  • Suggest effective ways through which the bank can promote its products and services and increase customer satisfaction.
  • Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction.
  • Ensure that customers confidential information is properly protected and only used for official purposes.
  • Be involved in performing some financial related and marketing transactions
  • Channel complex customer complaints and challenges to the right departments for effective resolution

Internal process

  • Ensure that a minimum number of calls are handled and service metrics maintained
  • Ensure that all the banks policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties
  • Maintain call records of the calls made by customers
  • Ensure that details are Updated in the Software promptly and appropriately
  • Provide assistance to all other members of staff in other departments of the bank by liaising with them through healthy interactions
  • Handle small projects

Learning & Performance

  • Ensure adherence to training man-days/ mandatory training programs for self
  • Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self
  • Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank.
  • Mentor junior staff

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