- Responsible for carrying out customer identification process through video calls and adhering to Know Your Customer (KYC) standards as per regulatory guidelines
- Receive and respond to customer service account inquiries on account balances and transactions
- Responsible for handling any inquiries and resolving customer complaints.
- Promote bank's products and services over video calls.
- Identify customer needs refer customers to appropriate banking services
- Adapt to work in different LOBs within phone Banking
Responsibilities
- Business/Financials
- Handle video calls of the customers to complete full KYC
- Verify the details submitted by the customers while opening the account and documents submitted are according to the guidelines of the Banking norms
- Should maintain good relationship with the customers throughout the KYC process
- Generate revenue through sales across all product segments
- Adhere to all Service and Business metrics set for the unit
- Ensure to pick up 70+ calls per day
- Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
- Customer (Internal External)
- Call handling as per defined SOPs.
- Provide correct and complete information on the products pitched to customers
- Ensure follow up is done on time in case customers' requests for callback
- Responsible for quality communication and customer servicing within laid down productivity and service benchmarks
- Adherence to information security and quality process norms
- Be aware of and comply with any updates about the process
- Handle customers' query, request and complaint by providing customer satisfaction
- Internal Process
- Achieve quality benchmarks defined from time to time
- Ensure all laid down systems and processes are followed
- Ensure accurate and timely submission of reports and requests
- Adherence to set processes of updating customer interactions in CRM Next
- All the video calls must be initiated and recorded on Workapps