Relationship Manager - Phone Banking

foundit; Pune District, Pimpri-Chinchwad; On-site; INR 400,000 - 650,000; Full time

Job summary

foundit is seeking an energetic Relationship Manager for Phone Banking in Pune and Coimbatore. The role focuses on strengthening existing customer relationships via phone banking, offering suitable banking solutions, and driving revenue through up-selling and cross-selling while maintaining high service quality.

You will resolve queries, understand customer needs, and collaborate with internal teams to deliver comprehensive banking solutions.

Qualifications

• Graduate, Engineer or MBA with relevant professional experience.
• 2-8 years of work experience in relationship management, customer service, banking, financial services, sales or similar customer-facing roles.
• Strong verbal and written communication skills.

Responsibilities

• Handle and resolve customer queries, requests, and complaints through the phone banking channel.
• Understand customer profiles, banking behaviour, portfolios, and financial requirements to provide appropriate solutions.
• Provide accurate information regarding banking products, services, processes, and transactions.
• Identify customer needs and recommend relevant banking and financial products.
• Cross-sell suitable products and services to existing customers while maintaining a customer-centric approach.
• Build and maintain strong customer relationships through consistent and high-quality service.
• Collaborate with internal teams to provide customers with comprehensive banking solutions.
• Maintain customer satisfaction and NPS as key priorities across interactions.
• Follow the Bank's Fair to Customer and Fair to Bank philosophy while servicing customers.
• Ensure adherence to information security, compliance, quality, and regulatory guidelines.
• Take ownership of customer concerns and work proactively toward effective resolution.

Skills

Verbal communication

Written communication

Customer-focused

Problem-solving

Execution skills

Team collaboration

Sales orientation

Shift flexibility

Education

Graduate degree

Engineering

MBA

Job description

Locations: Pune and Coimbatore

Relationship Manager Phone Banking

Job Category: Relationship Management

Job Level: Entry-Level Managerial

Experience: 2- 8 Years

Locations: Pune and Coimbatore

Industry: Open to relevant experience across industries

Employment Type: Full-Time

About The Role

As a Relationship Manager Phone Banking, you will be responsible for managing and strengthening relationships with existing customers through the phone banking channel. The role focuses on understanding customers financial needs, resolving their queries, providing suitable banking solutions, and identifying opportunities to offer relevant products and services. You will engage with customers across their banking journey and provide a high standard of service while contributing to customer satisfaction, relationship growth, and revenue objectives.

Key Responsibilities

• Handle and resolve customer queries, requests, and complaints through the phone banking channel.
• Understand customer profiles, banking behaviour, portfolios, and financial requirements to provide appropriate solutions.
• Provide accurate information regarding banking products, services, processes, and transactions.
• Identify customer needs and recommend relevant banking and financial products.
• Cross-sell suitable products and services to existing customers while maintaining a customer-centric approach.
• Build and maintain strong customer relationships through consistent and high-quality service.
• Collaborate with internal teams to provide customers with comprehensive banking solutions.
• Maintain customer satisfaction and NPS as key priorities across interactions.
• Follow the Bank's Fair to Customer and Fair to Bank philosophy while servicing customers.
• Ensure adherence to information security, compliance, quality, and regulatory guidelines.
• Take ownership of customer concerns and work proactively toward effective resolution.

Eligibility & Qualifications

• Graduate, Engineer, or MBA with relevant professional experience.
• 2-8 years of work experience, preferably in relationship management, customer service, banking, financial services, sales, or similar customer-facing roles.
• Candidates with relevant relationship management experience across industries may also be considered.
• Strong verbal and written communication skills.
• Good understanding of customer needs with the ability to recommend appropriate solutions.
• Customer-focused approach with strong problem-solving and execution skills.
• Ability to identify sales and cross-selling opportunities through customer conversations.
• Comfortable collaborating with multiple teams and stakeholders.
• Willingness to work in rotational shifts.

Key Success Factors

• Excellent communication and interpersonal skills
• Strong customer relationship management capabilities
• Ability to understand customer needs and provide customised solutions
• Customer service and sales orientation
• Strong execution and ownership
• Proactive approach to problem-solving
• Ability to work effectively in a team environment
• Adaptability to changing roles and business requirements