VC-Service RM-Phonebanking

Job description

**Role description** .docx\\_html\\_scope { font-family: 'Cambria', Calibri, Arial, sans-serif, Cambria !important; font-size: 11pt !important; } .docx\\_html\\_scope p { margin-top: 0 !important; margin-bottom: 0 !important; overflow-wrap:anywhere !important; word-break: break-word !important; text-align: inherit !important; } .docx\\_html\\_scope ul, .docx\\_html\\_scope ol { margin-top: 0 !important; margin-bottom: 12pt !important; padding-left: 24pt !important; } .docx\\_html\\_scope li { margin-bottom: 6pt !important; overflow-wrap:anywhere !important; word-break: break-word !important; } **Job Title** Service RM - Phonebanking **Business Unit** Direct Banking Channel **Reporting To** Head SRM **Job Function and Role Type** Service / Sales, Individual Contributor **Version No** 2.0 **Job Purpose** Ensure delivery of consistent service aligned with standards to enhance customer experience. Achieve productivity, quality, and compliance targets while resolving customer requests accurately and promptly. **Key Responsibilities** **Customer Interaction & Query/Complaints Management** Handle calls as per defined standards. Resolve calls with 100% accuracy. Log and resolve complaints accurately. Hotlist and reissue cards promptly. **Call Quality** Achieve defined quality benchmarks. Ensure 90% First Call Resolution. Meet KAT and E-process scores. **Audit & Process Compliance** Adhere to process and audit requirements. Log customer requests error-free. Update interactions in CRM timely. **Schedule Adherence & Service Productivity Standards** Meet defined service productivity standards. Adhere to schedule and login times. **MIS - Reporting** Ensure timely and accurate MIS reporting. **Education:** Minimum Graduation. **Certifications:** None specified. **Key Competencies** Banking product knowledge, communication, sales skills, influencing skills, awareness of banking regulations. **Major Stakeholders** Customers, Service RMs, Training Manager, Quality Manager, Head SRM, State Head.