Officer-Inbound Phone Banking

• 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 70+ 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

Customer (Both Internal & External)

• 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

Internal Process

• Ensure defined number of calls are handled and service metrics are maintained
• Ensure that all the banks policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties
• Ensure all calls are tagged accurately in CRM
• Help all other members of staff in other departments of the bank by liaising with them through healthy interactions
• Handle small projects

Innovation & Learning

• Ensure adherence to training man-days/ mandatory training programs for self
• Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self
• Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowled