KEY DUTIES & RESPONSIBILITIES OF THE ROLE
Business/ Financials
- Adhere to all Service and Business metrics set for the unit
- Inform and suggest new banking products to customers
- Take leads/referrals 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 dial 100 to 150 calls per day
- Responsible for follow up and conversion of leads
- 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)
- Consult customers on right products basis their financial needs
- 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
- 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 defined 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/leads are tagged/captured accurately in CRM/LMS/Excel
- 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 knowledge to the development of the bank.
- Mentor junior staff
