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