Officer-Inbound Phone Banking

About the Role

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

Key Responsibilities

• 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 executed through the phone banking channel.
• 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.
• Suggest methods to improve area operations, efficiency, and service.
• Customer (Both Internal & External)
• Increase the First Call Resolution Rate (FCR) in the calls handled.
• Provide splendid customer services in a friendly and courteous manner.
• Possess sufficient knowledge about banking products and services to respond to all customer inquiries.
• Improve customers’ banking experience by ensuring prompt attention and resolution of challenges.
• Inform and educate customers on alternative/digital channels of the 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 relationships with customers, ensuring prompt attendance to their inquiries and solving their problems for maximum satisfaction.
• Ensure that customers’ confidential information is properly protected and used only 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 strict compliance with all bank policies and procedures, code of conduct, and regulatory guidelines.
• Ensure all calls are tagged accurately in CRM.
• Assist other department staff by liaising with them through healthy interactions.
• Handle small projects.
• Innovation & Learning
• Ensure adherence to training man-days/mandatory training programs.
• Ensure goal-setting, mid-year review, and annual appraisal process within specified timelines.
• Continuously update skills by participating in professional trainings and attending courses as instructed by management.
• Mentor junior staff.

Requirements & Tech Stack

• Key Interactions:
• Internal: Operations team, Branch team, Products team, Service Quality, Deliverables team.
• External: NTB/ETB Customers, Referrals.
• Flexible to work in 24/7 shifts.
• Flexible to work in different LOBs within Phone Banking.

Qualifications

• Educational Qualifications:
• Graduate in any discipline.
• Undergrads with 2 years and above experience in Banking/Financial institute/NBFC/BPO/Customer service and sales.
• Experience:
• 0 to 2 years of experience in the relevant field.
• Skills:
• Relationship Management
• Customer Relationship
• Upselling and Cross Selling
• 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
• Certifications: NA