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Officer Phone Banking

0.00 to 4.00 Years   Bangalore   03 Oct, 2024
Ujjivan Small Finance Bank Limited
Job LocationBangalore
EducationNot Mentioned
SalaryRs 2.0 - 3.5 Lakh/Yr
IndustryBanking
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    • JOB TITLE:Officer Phone Banking
    • GRADE :DM-I
    • DEPARTMENT:Phone Banking
    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
    KEY DUTIES & RESPONSIBILITIES OF THE ROLE
    • 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.
    • 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

Keyskills :
telecallingcustomer satisfactioncustomer carecustomer relationshipcustomer service managementcommunication skills

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