Officer-Video Banking

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 banks products and services over video calls.
• Support provided to customers calling for all banking products
• Coordinate with Branches/Business SPOCs for customer queries and leads/conversions
• Identify customer needs & refer customers to appropriate banking services
• Adapt to work in different LOBs within phone
• 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

1. Business/ Financials

• 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

1. Customer (Both Internal & External)

• Call handling as per defined SOPs.
• 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.

1. Internal Process

• 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 Workups.

• Innovation & Learning

• 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

Important Notice No Charges for Interviews

clearly state

Our company does NOT charge any fees for interviews or job opportunities.

report it immediately.

We value transparency and fairness in our recruitment process.