Officer-Inbound Phone Banking

Ujjivan Small Finance Bank; Bengaluru; On-site; INR 4,464,000 - 13,392,000; Full time

Benefits offered by this job

Restaurant opportunity

Job summary

Ujjivan Small Finance Bank Ltd. is seeking a Phone Banking Officer to resolve customer queries over the phone and provide information on banking products. The role focuses on cross-selling and assisting customers with seamless service across channels.

You'll handle 70+ calls daily, generate leads for new accounts, and coordinate with branches nationwide to fulfill customer needs while adhering to banking regulations and quality standards.

Qualifications

• Graduate or undergraduate with 2+ years in Banking or related sector.
• Experience in customer service and sales is preferred.

Responsibilities

• Resolve customer queries over the phone with efficient service.
• Inform and suggest new banking products to customers.
• Take leads for new bank accounts as per guidelines.
• Participate in marketing campaigns to grow customer base.
• Handle 70+ calls per day.

Skills

Relationship management

Customer relationship

Upselling & cross selling

Education

Graduate or undergrad with 2+ years in Banking

Job description

PhoneBanking Officer will be responsible for resolving customer queriesover the phone by providing efficient service, providing customerswith relevant products and service information and cross sellingvarious banking products to new and existing customers over thephone

SIZEOF THE ROLE

FINANCIALSIZE

NON-FINANCIALSIZE

Valuegeneration of 4 to 12 Lacks per month basis employee tenure

45to 70 calls handled per day basis employee tenure

100to 200 leads generated per month basis employee tenure

Supportprovided to customers calling for all banking products

Coordinatewith Pan-India Branches for customer queries and leads generated

KEYDUTIES & RESPONSIBILITIES OF THE ROLE

Adhereto all Service and Business metrics set for the unit

Informand suggest new banking products to customers

Takeleads for new bank accounts according to laid down rules andguidelines

Participatein marketing and awareness campaigns being executed through thephone banking channel to create an enlarged customer base

Ensureto pick up 70+ calls per day

Ensureconstant monitoring of peer staff to ensure ‘Zero’ instancesof mis selling

Providecontinual evaluation of processes and procedures

Responsiblefor suggesting methods to improve area operations, efficiency andservice to both internal and external customers

Customer(Both Internal & External)

Increasethe First Call Resolution Rate (FCR) in the calls handled.

Providesplendid customer services to customers in a friendly andcourteous manner at all times

Havesufficient knowledge about the banking products and services torespond to all customer inquiries accordingly

Improvecustomers’ banking experience with the bank by ensuring thatthe customers are attended to promptly and all their challengesare resolved without delay

Informand educate customers on alternative/ digital channels of banksuch as ATMs/ BCs / Internet & Mobile Banking

Provideinformation to customers on their account status and accountbalances

Suggesteffective ways through which the bank can promote its productsand services and increase customer satisfaction

Establishand promote cordial relationship with customers, ensuring promptattendance to their inquiries and solving their problems to grantthem maximum satisfaction

Ensurethat customers’ confidential information is properly protectedand only used for official purposes

Beinvolved in performing some financial related and marketingtransactions

Channelcomplex customer complaints and challenges to the rightdepartments for effective resolution

InternalProcess

Ensuredefined number of calls are handled and service metrics aremaintained

Ensurethat all the bank’s policies and procedures, code of conductand regulatory guidelines are strictly complied with in theprocess of discharging duties

Ensureall calls are tagged accurately in CRM

Helpall other members of staff in other departments of the bank byliaising with them through healthy interactions

Handlesmall projects

Innovation& Learning

Ensureadherence to training man-days/ mandatory training programs forself

Ensuregoal-setting, mid-year review and annual appraisal process withinspecified timelines for self

Continuouslyupdate skills by participating in professional trainings, attendcourses as instructed by management and be willing to contributeacquired knowledge to the development of the bank.

MINIMUMREQUIREMENTS OF KNOWLEDGE & SKILLS

EducationalQualifications

Graduatein any discipline and Undergrads with 2 years and aboveexperience in Banking/Financial institute/NBFC/BPO/Customerservice and sales.

Experience(Years and Core Experience Type)

0to 2 years of experience in relevant field

Certifications

NA

FunctionalSkills

• RelationshipManagement
• CustomerRelationship
• Upsellingand Cross Selling

BehavioralSkills

• Goodcommunication skills – both oral and written
• Goodinterpersonal management skills
• Problemsolving skills
• Decisionmaking ability
• Adaptingto changing business requirements
• BanksProduct Knowledge
• Salesand Influencing Skills
• Awarenessof Banking regulations
• Flexibleto work in 24/7 shifts
• Flexibleto work in different LOB’s within Phone Banking