Phone Banking Officer

Roles and Responsibilities:

1. Customer Assistance:

• Handle inbound calls from customers regarding their banking inquiries.
• Assist with queries related to account balances, transactions, loans, credit cards, and other financial products.
• Provide support for internet banking, mobile banking, and other digital platforms.

2. Product Promotion and Cross-Selling:

• Educate customers on bank products such as savings accounts, loans, credit cards, and investment options.
• Identify cross-selling opportunities and recommend suitable products to customers based on their financial needs.
• Achieve sales targets by promoting various bank products over the phone.

3. Complaint Resolution:

• Listen to customer complaints patiently and work to resolve issues in a timely and effective manner.
• Escalate complaints to the relevant department if necessary and follow up until the issue is resolved.
• Ensure all customer concerns are logged, tracked, and closed as per bank standards.

4. Information Verification:

• Verify customer identities before providing information or carrying out transactions to maintain security.
• Record accurate customer information and ensure that bank policies and compliance requirements are met.

5. Transaction Processing:

• Assist customers with transactions, such as fund transfers, bill payments, and account information updates.
• Ensure accurate processing of transactions and follow standard procedures for verification and authorization.

6. Maintaining Customer Relationships:

• Build and maintain strong relationships with customers to encourage loyalty and trust in the bank.
• Proactively reach out to customers for feedback and service improvement.

7. Data Entry and Record-Keeping:

• Maintain detailed records of customer interactions and update CRM (Customer Relationship Management) systems as required.
• Ensure accuracy in data entry and maintain confidentiality of customer information.

8. Continuous Improvement:

• Stay updated on the latest banking products, services, and policies.
• Attend training sessions to enhance product knowledge and improve service quality.

9. Compliance and Security:

• Adhere to the banks compliance and security policies, including data protection regulations.
• Report any suspicious or fraudulent activity encountered during customer interactions.

10. Feedback Collection:

• Gather feedback from customers about their experience and suggest improvements to enhance service quality.
• Act as the voice of the customer, providing insights to management for product or service improvements.

Skills and Qualifications:

• Education:

  Bachelors degree in finance, business administration, or a related field.

• Experience:

  Prior experience in customer service, especially within banking or financial services, is a plus.

• Communication Skills:

  Excellent verbal and written communication skills.

• Customer Service Orientation:

  Strong commitment to providing outstanding customer service.

• Problem-Solving Skills:

  Ability to assess issues and find solutions quickly and effectively.

• Technical Skills:

  Proficiency in using CRM software, basic computer skills, and familiarity with online banking systems.

Sales Skills:

8655192666

Hr Ayesha