Officer-Video Banking
Ujjivan Small Finance Bank
- POSITION DESCRIPTION
GRADE : DM-II
DEPARTMENT : Phone Banking
LOCATION : RO/HO
SUB-DEPARTMENT : Video Banking
TYPE OF POSITION : Full-time
REPORTS TO : Team Leader-Video Banking
REPORTING INTO
NA
- ROLE PURPOSE & OBJECTIVE
- Responsible for carrying out customer identification process through video calls and adhering to Know your Customer (KYC) standards as per regulatory guidelines
- Receive and respond to customer service account inquiries on account balances and transaction
- Responsible for handling any inquiries and resolving customer complaints.
- Promote bank’s products and services over video calls.
- Identify customer needs & refer customers to appropriate banking services
- Adapt to work in different LOB’s within phone Banking
- SIZE OF THE ROLE
NON-FINANCIAL SIZE
- Revenue generation of 4 to 12 Lacks per month basis employee tenure
- 45 to 70 calls handled per day basis employee tenure
- 50 to 75 leads generated per month basis employee tenure
- KEY DUTIES & RESPONSIBILITIES OF THE ROLE
- Handle video calls of the customers to complete full KYC
- Verify the details submitted by the customers while opening the account and documents submitted are according to the guidelines of the Banking norms
- Should maintain good relationship with the customers throughout the KYC process
- Generate revenue through sales across all product segments
- Adhere to all Service and Business metrics set for the unit
- Ensure to pick up 70+ calls per day
- Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
- Call handling as per defined SOP’s.
- Give correct and complete information on the products pitched to customers
- Ensure follow up is done on time in case customers’ requests for call back
- Responsible for quality communication and customer servicing within laid down productivity and service benchmarks
- Adherence to information security and quality process norms
- To be aware of and comply with any updates about the process
- Handle customers query, request and complaint by providing customer satisfaction.
- Achieve quality benchmarks defined from time to time
- Ensure all laid down system and process are followed
- Ensure accurate and timely submission of reports & requests
- Adherence to set processes of updating customer interactions in CRM next
- All the Video calls must be initiated and recorded on Workapps.
- Ensure adherence to training man-days/ mandatory training programs 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
- MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS
Qualifications
- Graduate in any discipline
- 2+ years of experience; fresher can be considered if they possess the required educational qualifications and aptitude.
- NA
- Relationship Management
- Sales – Banking
- Customer Relationship
- Upselling and Cross Selling
- Good communication skills – both oral and written
- Good interpersonal management skills
- Problem solving skills
- Decision making ability
- Self-presentation
- Banks Product Knowledge
- Planning and Organizing Skills
- Awareness of Banking regulations
- Analytical ability
- Ownership
- KEY INTERACTIONS
EXTERNAL
- Phone Banking team
- Operations team
- Branch team
- Products team
- Service Quality
- Deliverables team
- NTB/ETB Customers
- Referrals
Date: 27-03-2024
Reviewed by: Manamohan AS
Date: 27-03-2024
Last updated by: TM Team
Date: 02-04-2024