Officer-Video Banking

1. POSITION DESCRIPTION

JOB TITLE

Officer-Video Banking

GRADE

DM-II

DEPARTMENT

Phone Banking

LOCATION

HO

SUB-DEPARTMENT

Video Banking

TYPE OF POSITION

Full-time

REPORTS TO

Team Leader-Video Banking

REPORTING INTO

NA

1. 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

1. 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

1. 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

1. 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

• Good 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

1. 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