Phone Banking Officer -Service Assurance team Thane

  • Location: Thane, Maharashtra, India

Payroll-Direct Bank Payroll

Job Purpose

• To engage regularly with the Imperia customers as defined by the contact policy and provide a

Consistent & a Superior Digital Experience. Ensuring that customers get world-class services and their needs

are understood and met through financial products that the Bank has to offer.

• To enhance Customer Relationship & while doing so, Educate, Encourage & Induce the customers to

use the Digital mediums for their banking transactions/ needs, while keeping a "window' to talk to the bank

whenever customer needs.

• Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines

and regulatory requirements are followed.

So that the VRM becomes the top of the mind recall amongst the customers in the catchment for all their

financial needs and services, thereby ensuring that the VRM also achieves the key performance parameters


Job Responsibilities(JR) : 6 8 Areas Actionable (4-6)

Customer Engagement • Continuous engagement with the portfolio

customers mapped (500 to 600 groups/ PF) as per the

contact policy, with accurate & complete capture of

interaction details.

• Call handling as per defined standards.

• Accurate resolution for customer queries.

• Promoting Digital Banking services for a superior

customer service experience.

• Profiling of customers in order to aid right cross-

servicing of Bank products

• Accurate logging and resolution of complaints.

• Attrition control of customers.

• Regular interactions with the customers and pro-

actively assessing customer needs.

• Deepening relationship by cross selling 'sticky

products' like Demat, Bill Pay, Advisory etc.

• Ensure portfolio quality of relationship while racing

considering eligibility.

• Monitor large amount movements and account

closure from the deposit accounts.

• Ensure retention of customers

Achievement of portfolio parameters • Meet the defined objectives of the Portfolio

managed by the respective Imperia -VRM

Sales • Right cross-sell of products basis profiling and


• Penetration of products across groups.

• Sales across all product segments-TPP, Assets, Cards


• Acquiring & grouping of all related IDs of the

Primary ID.

• Use of triggers to track maturity of FDs, movement

of CASA balances etc and prevent outflow.

• Ensure Staff are trained on product knowledge and

requisite certifications.

• Income to be generated at a customer level.

Interaction Quality • Achieve Quality benchmarks defined from time to


• Complete and accurate capture of call interactions,

including profiling thereby aiding relationship management.

Audit and Service Quality • Ensure all laid down system and process are

followed as stipulated by Audit and Senior Management

• Ensure accurate and timely submission of financial

transactions.& requests.

• Adherence to set processes of updating customer

interactions in CRM next.

MIS – Reporting • Ensure timely submission of Customer base review

/ reports as requested by Central Team / Senior


Educational Qualifications (examples listed


Key Skills(examples listed below


Job details



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