Relationship Manager - Phone Banking

ICICI Bank; Thane, Chennai District, Jaipur; On-site; INR 350,000 - 550,000; Full time

Job summary

ICICI Bank is seeking a Relationship Manager - Phone Banking to engage with customers, resolve queries over the phone, and cross-sell banking products as part of Customer 360-degree banking.

The role requires understanding customer profiles and needs, delivering excellent service, coordinating with other teams, and upholding compliance and information security while achieving fair outcomes.

MBA/Engineering graduates with strong communication and customer-service skills are preferred.

Qualifications

• MBA or engineering degree with related experience in relationship management.
• Excellent communication and customer-service skills.
• Willingness to collaborate with multiple teams to deliver enablers.

Responsibilities

• Resolve customer queries over the phone.
• Cross-sell banking products to customers.
• Adhere to compliance and information security norms.
• Provide 360-degree banking support and maintain service quality.

Skills

Communication skills

Customer service

Synergize with Team

Be Proactive

Education

MBA

Engineering

Job description

Essential Services : Role & Location fungibility

At ICICI Bank, we believe in serving our customers beyond our role definition, product boundaries, and domain limitations through our philosophy of customer 360-degree. In essence, this captures our belief in serving the entire banking needs of our customers asOne Bank, One Team. To achieve this, employees at ICICI Bank are expected to berole and location-fungiblewith the understanding that Bankingis anessential service.The role descriptions give you an overview of the responsibilities, it is only directional and guiding in nature.

About the role

As a Relationship Manager - Phone Banking,you will have the opportunity to engage with all customers of the Bank and provide every assistance required to ease their financial journeys and service their banking and investment needs as part of Customer 360-degree banking. On a day-to-day basis, you will be responsible for resolving customer queries over the phone, providing relevant product and service information, and cross-selling various banking products to our existing customers over the phone, all while providing excellent service.

To do so, it is imperative to develop a thorough understanding of the customer's profile, demographics, banking behavior, and portfolio. Hence, this role will also require a flair for identifying sales opportunities and driving revenue while keeping NPS at the core of your engagement and following the Bank's philosophy of Fair Customer, Fair to Bank.

Key Responsibilities

Query Resolution

Handling and resolving customer complaints over the phonechannel.

Customised Solution Offering

Providing customers with relevant products and services to help meet their needs.

Behold our values

While servicing customers, keep the philosophy of Fair to Customer and Fair to Bank at the core.

Providing 360-degree banking

Offer products based on customer needs while collaborating with other teams in the bank to understand suitable product offerings.

Adherence to compliance

Be compliant with information security norms and quality process norms.

Qualifications & Skills

Educational Qualification

MBA, Engineers & Graduates with relevant work experience in the area of relationship management across industries.

Communication skills

Good oral and written communication skills.

Customer service

Delivering impeccable customer service in all engagements.

Synergize with Team

Willingness to work with various teams for on-ground support and deliver enablers as required.

Be Proactive

Ability to address customer concerns by providing a viable solution.

About the Business group

ICICI Bank Phone Banking Services Group helps customers avail a host of banking features primarily through the phone channel. The Phone Banking Channel at the Bank is strongly connected to all business groups to design the service architecture to enable the customer journey and relay customer feedback to product teams. It also supports international branches and ICICI Direct in their phone banking requirements. It is a 24/7 channel designed to enable the transaction capability of a customer and offer products across the financial spectrum to boost the customer's portfolio.