ICICI Lombard Looking for Phone Banking Officer at Mumbai, Maharashtra, India Full Time

As a Phone Banking Officer, you get an opportunity to engage with customers across segments and provide any and every assistance required to ease their banking journey and servicing their banking, financial and investment need. Phone banking officer is responsible for resolving customer queries over the phone on a day-to-day bases providing efficient service, providing customers with relevant products and service information and cross-selling various banking products to our existing customers over the phone. To do so, it is imperative to develop a thorough understanding of the customer’s profile, demographics, banking behaviour and portfolio. Hence, this role will also require you to have a flair for identifying sales opportunities and driving revenue, while keeping NPS at the core of your engagement

Key Responsibilities

Query Resolution

Handling and resolving customer complaints over the phone in a timely manner

Customized Solution Offering

Providing customers with relevant products and services to help with their suitable needs.

Behold our values

Build products that are fair to the customer and fair to the bank

Providing 360 degree banking

Offer products based on customer needs while collaborating with other teams in the bank for suitable product offerings

Training

Support bank broad training efforts to improve staff knowledge as well as continuously enhance referral results and cross selling

Adherence to compliance

Being compliant with information security norms and quality process norms

Key Qualifications Skills

Educational Qualification

Graduates with 0-3 years of experience

Good Communication

Strong communication (both oral and written) and negotiation skills and ability to articulate own point of view

Customer Service Skills

Making a customer feel valued by actively listening to customer grievances

Synergize with Team

Willingness to work with various teams for on-ground support and deliver enablers as required

Proactivity

Address customer concerns by providing a viable solution

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