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Job Description
POSITION DESCRIPTION
JOB TITLE
Officer – Inbound Phone Banking
GRADE
DM-I
DEPARTMENT
Phone Banking
LOCATION
HO
SUB-DEPARTMENT
NA
TYPE OF POSITION
Full-Time
REPORTS TO
Team Leader–Phone Banking
REPORTING INTO
NA
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 bank’s 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
SIZE OF THE ROLE
FINANCIAL SIZE
NON-FINANCIAL SIZE
NA
NA
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.
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 bank’s 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
About Company
Ujjivan SFB provides banking services to the unbanked and underbanked population in India. It offers savings, loans, insurance, and digital banking tailored for low-income segments. The bank promotes financial inclusion through a wide network of branches.
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