Role: Phone Banking Officer - Non Sales
Industry Type: Banking
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Voice / Blended
UG: Any Graduate
PG: Any Postgraduate
This is a customer-facing role where you will handle inbound calls from bank customers and assist them with their banking products and services. Your primary responsibility will be to provide accurate information, resolve queries, process service requests, and ensure a positive customer experience.
What You Will Be Doing:
- Handling incoming customer calls related to:
- Savings and Current Accounts
- Credit Cards and Debit Cards
- Fixed Deposits
- Loans
- Mutual Funds
- Net Banking and other banking services
- Answering customer queries regarding:
- Account details
- Credit card bills and payments
- EMI information
- Statements and charges
- Product features and benefits
- Assisting customers with service requests such as:
- Card blocking (hotlisting) in case of loss or theft
- PIN and password requests
- Fund transfers
- Fixed Deposit creation
- Demand Draft requests
- Recording customer concerns and complaints accurately in the system and ensuring timely resolution.
- Following banking processes and compliance requirements while handling customer information and transactions.
Skills Required:
- Ability to talk confidently with customers over the phone.
- Strong customer service orientation and problem-solving skills.
- Basic computer knowledge and ability to work on multiple systems.
- Attention to detail and accuracy while processing transactions.
- Willingness to work in rotational shifts.
- Quality of customer interactions
- First Call Resolution (solving customer issues in the first call)
- Productivity and call handling efficiency
- Process and audit compliance
- Attendance, shift adherence, and punctuality
- Accuracy in processing customer requests.
- Can work in a fast-paced banking environment.
- Has patience, empathy, and good listening skills.
- Is disciplined about following processes and maintaining service standards.