Phone Banking Officer

About the Role

The Phone Banking Officer role is a full-time, remote position responsible for managing inbound and outbound calls related to banking inquiries, transactions, and account support.

Key Responsibilities

• Assist customers with account information.
• Guide customers through basic banking services.
• Address customer concerns.
• Escalate complex issues to appropriate teams.
• Provide consistent, professional customer service.
• Verify customer details securely.
• Follow established procedures and scripts.
• Maintain compliance with internal policies.
• Identify opportunities to introduce relevant banking products and services.
• Document interactions accurately in systems.
• Meet performance targets for call quality, responsiveness, and customer satisfaction.
• Collaborate with team members and supervisors to improve processes and customer experience.

Requirements & Tech Stack

• Phone Banking skills with the ability to handle high call volumes and support routine banking transactions.
• Customer Service and Customer Support skills.
• Excellent Communication skills, including clear verbal communication, active listening, and professional telephone etiquette.
• Sales awareness and the ability to identify customer needs and recommend appropriate banking products and services.
• Comfort working remotely with reliable internet access and a quiet, professional workspace.
• Ability to follow structured processes.
• Ability to work with call center or CRM systems.
• Maintain accurate records.
• High level of integrity.
• Attention to detail.
• Commitment to meeting individual and team performance goals.

Qualifications

• Basic understanding of banking operations, financial products, and data privacy practices (training can be provided).
• Prior experience in call centers, financial services, or customer-facing roles is preferred but not strictly required.