RO:Inbound Channel - Team Member

About Phone Banking Group

The Phone Banking Group is responsible for giving the service for issue s and queries of Retail, SME and Corporate Customers They are also responsible for providing service for multiple kind of products like CASA, Cards and retail assets and for servicing the customers 24/7*365 daysAbout the RoleThe Phone Banking Group Team Member is responsible for achieving the business targets They should also ensure that service quality is as per the benchmarked level that needs to be maintainedResponsible for execution/uploading of disbursement requests in SCFM software/ Finnacle, on the basis of requests from customers on phone banking and email channelsEnsure registration of Corporate Scheme/Dealer/Vendor limits in support software viz SCFM Tech MTo Follow-up with Corporates / Dealers / Vendors for submission of invoices as per sanctioned terms and recording of such receipts in support software via phone banking / email channelEnsure closure of A/c in Finnacle and SCFM Tech M via phone banking / email channelRaising CR in consultation with all stakeholders to as per customer requirementResponsible for Catering to calls / emails and correspond to customer queries, requests and complaints and liaise with CCH team on customer accounts and mitigate escalationsWill serve as touch points for all Relationship managers and corporate account holders (Vendors and dealers) for their queries, requests and complaintsQualificationsGraduate/ MBA preferredAdditional Certificate course related to Banking sectorRole ProficienciesKnowledge of banking products and servicesKnowledge of regulatory guidelines and normsGood communication (both verbal and written) skill in both English and the local languageAbility to manage complex client situations & risk and uncertainty for self and team within a dynamic priority-setting environmentAbility to handle pressure and meet deadlines