rohitgupta26091981@gmail.com |
+91-9830451613
Mumbai, Andheri East
Position description: Ensuring that customers get world-class services and their needs are understood and
met through financial products that the Bank has to offer.
Primary Responsibilities:
• Customer Engagement: Continuous engagement with the portfolio customers mapped 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 VRM
• Sales: Right cross-sell of products basis profiling and engagement.
• Penetration of products across groups.
• Sales across all product segments-TPP, Assets, Cards etc.
• 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 time.
• 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
Experience | 0 - 1 Years |
Salary | 1 Lac 75 Thousand To 2 Lac 75 Thousand P.A. |
Industry | Financial Services / Banking, Investments / Insurance / Stock Market / Loan |
Qualification | Other Bachelor Degree, M.A, M.C.A, M.B.A/PGDM, M.Sc |
Key Skills | Call Handling Customer Needs Resolution Of Complaints Customer Engagement BFSI Digital Banking MIS Cross Selling Financial Transaction Senior Management Walk in |
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