Officer-Video Banking

Job description

POSITIONDESCRIPTION JOBTITLE Officer-VideoBanking GRADE DM-II DEPARTMENT PhoneBanking LOCATION HO SUB-DEPARTMENT VideoBanking TYPEOF POSITION Full-time REPORTSTO TeamLeader-Video Banking REPORTINGINTO NA ROLEPURPOSE OBJECTIVE • Responsiblefor carrying out customer identification process through videocalls and adhering to Know your Customer (KYC) standards as perregulatory guidelines • Receiveand respond to customer service account inquiries on accountbalances and transaction • Responsiblefor handling any inquiries and resolving customer complaints. • Promotebanks products and services over video calls. • Identifycustomer needs refer customers to appropriate bankingservices • Adaptto work in different LOBs within phone Banking SIZEOF THE ROLE FINANCIALSIZE NON-FINANCIALSIZE • Revenuegeneration of 4 to 12 Lacks per month basis employee tenure • 45to 70 calls handled per day basis employee tenure • 50to 75 leads generated per month basis employee tenure KEYDUTIES RESPONSIBILITIES OF THE ROLE Business/Financials • Handlevideo calls of the customers to complete full KYC • Verifythe details submitted by the customers while opening the accountand documents submitted are according to the guidelines of theBanking norms • Shouldmaintain good relationship with the customers throughout the KYCprocess • Generaterevenue through sales across all product segments • Adhereto all Service and Business metrics set for the unit • Ensureto pick up 70+ calls per day • Responsiblefor suggesting methods to improve area operations, efficiency andservice to both internal and external customers Customer(Both Internal External) • Callhandling as per defined SOPs. • Givecorrect and complete information on the products pitched tocustomers • Ensurefollow up is done on time in case customersrequests forcall back • Responsiblefor quality communication and customer servicing within laid downproductivity and service benchmarks • Adherenceto information security and quality process norms • Tobe aware of and comply with any updates about the process • Handlecustomers query, request and complaint by providing customersatisfaction. InternalProcess • Achievequality benchmarks defined from time to time • Ensureall laid down system and process are followed • Ensureaccurate and timely submission of reports requests • Adherenceto set processes of updating customer interactions in CRM next • Allthe Video calls must be initiated and recorded on Workapps. InnovationLearning • Ensureadherence to training man-days/ mandatory training programs forself • Continuouslyupdate skills by participating in professional trainings, attendcourses as instructed by management and be willing to contributeacquired knowledge to the development of the bank MINIMUMREQUIREMENTS OF KNOWLEDGE SKILLS Educational Qualifications • Graduatein any discipline Experience(Years and Core Experience Type) • 2+years of experience; fresher can be considered if they possessthe required educational qualifications and aptitude. Certifications • NA