Officer-Inbound Phone Banking

1. POSITION DESCRIPTION

JOB TITLE

Officer-Inbound Phone Banking

GRADE

DM-I

DEPARTMENT

Phone Banking

LOCATION

HO/RO

SUB-DEPARTMENT

Phone Banking

TYPE OF POSITION

Full-time

REPORTS TO

Team Leader - Phone Banking

REPORTING INTO

NA

2. ROLE PURPOSE & OBJECTIVE

Phone Banking Officer will be responsible for resolving customer queries over the phone by providing efficient service, providing customers with relevant products and service information and cross selling various banking products to new and existing customers over the phone

3. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Value generation of 4 to 12 Lacks per month basis employee tenure

• 45 to 70 calls handled per day basis employee tenure

• 100 to 200 leads generated per month basis employee tenure

• Support provided to customers calling for all banking products

• Coordinate with Pan-India Branches for customer queries and leads generated

4. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

• 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 70+ 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 (Both Internal & External)

• 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 defined number of calls are handled and service metrics are maintained

• Ensure that all the bank’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties

• Ensure all calls are tagged accurately in CRM

• Help all other members of staff in other departments of the bank by liaising with them through healthy interactions

• Handle small projects

Innovation & Learning

• 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

5. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational Qualifications

• Graduate in any discipline and Undergrads with 2 years and above experience in Banking/Financial institute/NBFC/BPO/Customer service and sales.

Experience (Years and Core Experience Type)

• 0 to 2 years of experience in relevant field

Certifications

• NA

Functional Skills

• Relationship Management

• Customer Relationship

• Upselling and Cross Selling

Behavioral Skills

• Good communication skills – both oral and written

• Good interpersonal management skills

• Problem solving skills

• Decision making ability

• Adapting to changing business requirements

Competencies

• Banks Product Knowledge

• Sales and Influencing Skills

• Awareness of Banking regulations

• Flexible to work in 24/7 shifts

• Flexible to work in different LOB’s within Phone Banking

6. KEY INTERACTIONS

INTERNAL

EXTERNAL

• Operations team

• Branch team

• Products team

• Service Quality

• Deliverables team

• NTB/ETB Customers

• Referrals

Prepared by: Shiv K C

Date: 27-03-2024

Reviewed by: Manamohan AS

Date: 27-03-2024

Last updated by: TM Team

Date: 02-04-2024