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 bank’s 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