Officer-Phone Banking

Officer-Phone Banking

Primary Responsibilities:

• Business Adhere to all Service and Business metrics set for the unit Inform and suggest new banking products to customers Take leads 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 pick up 85+ calls per day Ensure constant monitoring of peer staff to ensure Zero instances of misselling 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 Increase the First Call Resolution Rate FCR in the calls handled 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 Provide information to customers on their account status and account balances 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 that a minimum number of calls are handled and service metrics maintained Ensure that all the banks policies and procedures code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties Maintain call records of the calls made by customers Ensure that details are Updated in the Software promptly and appropriately Provide assistance to all other members of staff in other departments of the bank by liaising with them through healthy interactions Handle small projects Learning Performance Ensure adherence to training mandays mandatory training programs for self Ensure goalsetting midyear 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