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PHONE BANKING OFFICER – GURGAON Full-time Job

1 year ago Bank Gurgaon   120 views
Job Details

Job Description

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Roles and Responsibilities

The role holder is responsible for providing excellent customer satisfaction by exhibiting utmost courtesy and accuracy in delivering service and increasing product sales by cross-selling so as to meet the business objectives of the department and the organization.

Core Responsibilities

  • Ensures 100% customer satisfaction by following a customer centric problem solving approach
  • Aims at Nil defects by 100% adherence to products and processes
  • Aims at Nil customer complaints and escalations
  • Meets the requisite sales and service target by effective cross-selling of companys products
  • Ensures process efficiency by meeting set targets of call quality like average handling time, customer hold time and solving the customer complaints as per the scripts given
  • Keeps abreast of all the latest products and processes and ensure timely attending of all the huddles and refresher trainings
  • Ensures complete compliance to customer confidentiality w.r.t. data, conversation, audit trails

People Management or Self-Management Responsibilities

  • Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are monitored and achieved during the course of the year.
  • Understands the competencies relevant to his/her role, and works towards displaying as well as developing these effectively.
  • Take ownership of his/her tasks and display a sense of passion while executing them

Risk and Internal Control Responsibilities

  • Follows risk policy and processes to mitigate the operational, regulatory, financial, informational, and reputational and audit risks as instructed by the departmental manager.
  • Executes the established internal control systems and compiles relevant information for departmental audits, as necessary.
Company Description
YES BANK has been recognized amongst the Top and Fastest Growing Banks in various Indian Banking League Tables by prestigious media houses and Global Advisory Firms, and has received several national and international honours for our various Businesses including Corporate Investment Banking, Treasury, Transaction Banking, and Sustainable practices through Responsible Banking.
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