VC-Service RM-Phonebanking

Job Title: VC-Service RM-Phonebanking

Job Purpose

• Ensure delivery of consistent service aligned with standards to enhance customer experience.
• Achieve productivity, quality, and compliance targets while resolving customer requests accurately and promptly.

Key Responsibilities

Customer Interaction & Query/Complaints Management

• Handle calls as per defined standards.
• Resolve calls with 100% accuracy.
• Log and resolve complaints accurately.
• Hotlist and reissue cards promptly.

Call Quality

• Achieve defined quality benchmarks.
• Ensure 90% First Call Resolution.
• Meet KAT and E-process scores.

Audit & Process Compliance

• Adhere to process and audit requirements.
• Log customer requests error-free.
• Update interactions in CRM timely.

Schedule Adherence & Service Productivity Standards

• Meet defined service productivity standards.
• Adhere to schedule and login times.

MIS - Reporting

• Ensure timely and accurate MIS reporting.

Qualifications

• Minimum Graduation.

Key Competencies

• Banking product knowledge
• Communication
• Sales skills
• Influencing skills
• Awareness of banking regulations