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- Knowledge of banking products and services.
- Excellent communication and interpersonal skills.
- Ability to adhere to procedures and follow established processes.
- Problem-solving and decision-making skills.
- Proactive approach and ability to work in a fast-paced environment.
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Phone Banking Officer - Kochi, India - ADVENXA
Description
Phone Banking OfficerLocation: Kaloor, Ernakulam
Industry: Bank
Experience: 1+ Years in Customer Support (Fluent in English)
Salary: ₹16,000/- to ₹22,000/- Per Month + Incentives (Up to ₹12,000 Monthly)
Fluent in English.
Responsibilities:
Customer Service:
Handle customer inquiries and transactions related to the bank's products and services.
Query Resolution:
Provide clarifications and resolve queries regarding billing, payment confirmation, charges, EMI details, statement of account, and other financial matters.
Support Services:
Assist customers with requests such as Debit/Credit Card PIN changes, NetBanking Password resets, PIN/IPIN statements, Fixed Deposit advice, and more.
Financial Transactions:
Manage financial transactions, including opening Fixed Deposits, processing Demand Draft/Manager's Cheque requests, and facilitating fund transfers as requested by customers.
Timely Resolution:
Respond to customer inquiries promptly and ensure timely resolution within defined Turnaround Times (TATs).
Adherence to Procedures:
Follow established processes while ensuring adherence to customer authentication procedures.
Service Delivery Standards:
Answer customer calls within the specified call answer time and maintain service delivery standards.
Documentation:
Accurately capture request details, such as hotlisting cards or other transactions, and submit annexures for authentication or further action as required.
Issue Tracking:
Record and track customer issues and complaints, logging them in the system, and follow up with the relevant departments or branches for timely resolution and closure.
Card Management:
Hotlist Debit/Credit/Prepaid cards based on customer instructions and process re issuance requests in accordance with established procedures.
Cross-Selling:
Cross-sell bank products to identified customers as per defined processes, ensuring adherence to the pitch and avoiding mis-selling.
Customer Relationship:
Build positive customer relationships by understanding their needs and striving to exceed their expectations.
Follow-Up:
Conduct follow-up calls with customers in cases of unresolved queries or issues.
Escalation:
Escalate cases to the Supervisor when necessary, ensuring appropriate and timely resolution.
Requirements
Benefits
Enjoy bank holidays as per the regulatory calendar.Receive quarterly salary increments.
Eligible for yearly bonuses based on performance.
Incentives upto 12,000/- ( Min 7,000/-) Per Month
Phone Banking Officer professionals in Cochin
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Prakash CR
Assistant General Manager Finance
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NITHYAMOL M
PROFESSIONAL SUMMARY
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JISHA K S
BANKING