Walk In Drive - Virtual Care - Assistant Manager

Job Title

Service RM - Phonebanking

Business Unit

Direct Banking Channel

Reporting To

Head SRM

Job Function and Role Type

Service / Sales, Individual Contributor

Version No

2.0

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.

Education:

Minimum Graduation.

Certifications:

None specified.

Key Competencies

Banking product knowledge, communication, sales skills, influencing skills, awareness of banking regulations.

Major Stakeholders

Customers, Service RMs, Training Manager, Quality Manager, Head SRM, State Head.