• POSITION DESCRIPTION JOB TITLE : Officer-Video Banking GRADE : DM-II DEPARTMENT : Phone Banking

LOCATION:
RO/HO SUB-DEPARTMENT : Video Banking TYPE OF POSITION : Full-time REPORTS TO : Team Leader-Video Banking REPORTING INTO NA
• ROLE PURPOSE & OBJECTIVE
• 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 transaction
• 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 LOB’s within phone Banking
• SIZE OF THE ROLE FINANCIAL SIZE NON-FINANCIAL SIZE
• Revenue generation of 4 to 12 Lacks per month basis employee tenure
• 45 to 70 calls handled per day basis employee tenure
• 50 to 75 leads generated per month basis employee tenure
• KEY DUTIES & RESPONSIBILITIES OF THE ROLE 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 (Both Internal & External)
• Call handling as per defined SOP’s.
• Give correct and complete information on the products pitched to customers
• Ensure follow up is done on time in case customers’ requests for call back




• Responsible for quality communication and customer servicing within laid down productivity and service benchmarks
• Adherence to information security and quality process norms
• To 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 system and process are followed
• Ensure accurate and timely submission of reports & requests
• Adherence to set processes of updating customer interactions in CRM next
• All the Video calls must be initiated and recorded on Workapps. Innovation & Learning
• Ensure adherence to training man-days/ mandatory training programs for self
• Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank
• MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS Educational Qualifications
• Graduate in any discipline Experience (Years and Core Experience Type)
• 2+ years of experience; fresher can be considered if they possess the required educational qualifications and aptitude. Certifications
• NA Functional Skills
• Relationship Management
• Sales – Banking
• Customer Relationship
• Upselling and Cross Selling Behavioral Skills
• Valuable communication skills – both oral and written
• Good interpersonal management skills
• Problem solving skills
• Decision making ability
• Self-presentation Competencies
• Banks Product Knowledge
• Planning and Organizing Skills
• Awareness of Banking regulations
• Analytical ability
• Ownership
• KEY INTERACTIONS INTERNAL EXTERNAL
• Phone Banking team
• Operations team
• Branch team
• Products team
• Service Quality
• Deliverables team
• NTB/ETB Customers
• Referrals Prepared by: Shiv K C Date: 27-03-2024 Reviewed by: Manamohan AS Date: 27-03-2024 Last updated by: TM Team Date: 02-04-2024

📌 Officer-Video Banking (Kolkata)
🏢 Ujjivan Small Finance Bank
📍 Kolkata