Officer-Phone Banking

ROLE PURPOSE & OBJECTIVE

• Receive and respond to customer service account inquiries on account balances, transaction
• Responsible for handling any inquiries and resolving customer complaints.
• Promote banks products and services over calls.
• Identify customer needs & refer customers to appropriate banking services
• Help to avoid loss of customers and negative reviews
• Play the role of a Mentor to new officers
• Handle small projects within the unit

1. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business

• 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 85+ 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

• 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.

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• 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 that a minimum number of calls are handled and service metrics 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
• Maintain call records of the calls made by customers
• Ensure that details are Updated in the Software promptly and appropriately
• Provide assistance to all other members of staff in other departments of the bank by liaising with them through healthy interactions
• Handle small projects

Learning & Performance

• 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 knowledge to the development of the bank.
• Mentor junior staff