Relationship Manager – Phone Banking

Organization: ICICI Bank

Job Category: Relationship Management

Job Level: Entry-Level Managerial

Experience: 3–6 Years

Age: 21 - 30 Years

Locations: Pune, Lucknow, Ranchi

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.
3–6 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

About ICICI Bank Phone Banking Services

ICICI Bank's Phone Banking Services Group provides customers with access to a wide range of banking services primarily through the phone channel. The team works closely with various business groups across the Bank to enable seamless customer journeys, address service requirements, and share customer feedback with relevant product teams.

As a 24/7 banking channel, Phone Banking supports customers with transactions, service requirements, and access to financial products while helping strengthen their overall relationship with the Bank.

Role & Location Fungibility

Banking is an essential service, and employees may be required to demonstrate flexibility across roles and locations based on business requirements. The responsibilities mentioned above provide an overview of the position and are directional in nature.