Job Summary
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 valuable 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

Job Details
Job title: Officer-VideoBanking
Department: PhoneBanking
Sub-department: VideoBanking
Type of position: Full time
Location: HO
Reports to: Team Leader-Video Banking
Reporting into: NA
Grade: DM-II

📌 Officer Video Banking Bengaluru
🏢 Ujjivan Small Finance Bank
📍 Bengaluru