PHONE BANKING OFFICER Full-time Job1 year ago - Bank - Gurgaon - 148 views
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.
- 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.
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