Relationship Officer

Job Purpose

• To achieve monthly KPIs assigned
• To maintain standard performance to achieve top productivity and efficiency from systems as well as the product campaigns.
• To ensure that all telesales activities are directed to meeting sales targets.
• To ensure assigned card acquisition monthly targets are achieved
• To ensure that there is no miss selling
• Adherence to discipline and punctuality
• Constant follow up with the customer.
• Attending Daily team huddles & keeps up to team commitments.
• Monitor personal performance and align strategies to improve sales out comes.•

Dimensions

Operating Budget

Key Result Areas

• Follow verification policy adhere to banking policies, procedures and regulatory requirements .
• Updating all the systems as per the call with the customer.
• Achieve given targets on monthly basis.
• Meeting the KPI Targets set in term of card acquisition
• Contact potential and existing customer via phone to introduce and promote banking products.
• Understand the customer needs and recommend suitable banking solutions.
• Cross-sell and upsell products to maximize revenue opportunities.
• Processing of the request or offer given to the customer.
• Handling of all customer issues and resolve the same at the earliest and highlight them to the TL.
• Maintaining all records of the approval, requests and reports handled.
• Build and maintain strong relationships with customer.
• Handle customer inquiries and provide detailed information about product services
• Address customer concerns and resolve complaints efficiently .
• Compilation of daily and monthly reports and MIS for the team.
• Has strong Sales and customer focus and ability to think creatively and work under pressure.
• Ensure to meet 100% on control parameters and policy set by the bank audit team.

Operating Environment, Framework and Boundaries, Working Relationships

• Operate in a call center environment.
• Interaction with Team Leader, Product Manager and Inbound / Outbound Management for action and follow up.

Problem Solving

• Recommendations to management for process improvement through root cause analysis of problems and recommendations for product / process / procedural changes.
• Real-time crisis management, ownership and problem resolution.
• Resolve working issues within the team as well as between telesales and other units.
• Resolve customer related issues.

Decision Making Authority & Responsibility

• Conducting appraisal performance / MBO reviews for self.
• Position quota decision in lead generation and adjustments to accommodate changes in process.
• Required to make decision on any matter relating to improving leads and customer satisfaction.

Knowledge, Skills and Experience

• University Graduate.
• Excellent people management skills.
• 1-2 years experience in similar work environment.
• Preferably has a practical marketing background.
• Has strong Sales and customer focus and ability to think creatively and work under pressure.
• Excellent presentation skills.
• Good team player with result driven attitude.
• Business sensitive.
• Has analytical and computer skills.
• Adaptable and versatile.