Corporate 1100-Corporate Office, Bangalore, Karnataka, India
Department
CORPORATE PHONE BANKING
Job posted on
Jul 04, 2025
Employment type
Permanent
POSITION DESCRIPTION
JOB TITLE
Officer-Outbound Phone Banking
GRADE
DM-I
DEPARTMENT
Phone Banking
LOCATION
HO/RO
SUB-DEPARTMENT
TYPE OF POSITION
Full-time
REPORTS TO
Team Leader - Phone Banking
REPORTING INTO
NA
ROLE PURPOSE & OBJECTIVE
Phone Banking Outbound Officer will be responsible making sales calls of various business campaigns, generate leads and follow up with concerned business SPOC's for conversion of the leads generated. Outbound Officer will also be responsible for making service calls related to various campaigns and capture information as per requirement.
SIZE OF THE ROLE
FINANCIAL SIZE
NON-FINANCIAL SIZE
Value generation of 4 to 20 Lacks per month basis employee tenure
100 to 150 calls handled per day basis employee tenure
200 to 300 quality leads generated per month basis employee tenure
Coordinate with Branches/Business SPOC's for leads generated/conversions
KEY DUTIES & RESPONSIBILITIES OF THE ROLE
Business/ Financials
Adhere to all Service and Business metrics set for the unit
Inform and suggest new banking products to customers
Take leads/referrals for new bank accounts according to laid down rules and guidelines
Participate in marketing and awareness campaigns being executed through the phone banking channel to create an enlarged customer base
Ensure to dial 100 to 150 calls per day
Responsible for follow up and conversion of leads
Ensure constant monitoring of peer staff to ensure 'Zero' instances of mis selling
Provide continual evaluation of processes and procedures
Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
Customer (Both Internal & External)
Consult customers on right products basis their financial needs
Provide splendid customer services to customers in a friendly and courteous manner at all times
Have sufficient knowledge about the banking products and services to respond to all customer inquiries accordingly
Improve customers' banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay
Inform and educate customers on alternative/ digital channels of bank such as ATMs/ BCs / Internet & Mobile Banking
Suggest effective ways through which the bank can promote its products and services and increase customer satisfaction
Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction
Ensure that customers' confidential information is properly protected and only used for official purposes
Be involved in performing some financial related and marketing transactions
Channel complex customer complaints and challenges to the right departments for effective resolution
Internal Process
Ensure defined number of calls are handled and defined metrics are maintained
Ensure that all the bank's policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties
Ensure all calls/leads are tagged/captured accurately in CRM/LMS/Excel
Help all other members of staff in other departments of the bank by liaising with them through healthy interactions
Handle small projects
Innovation & Learning
Ensure adherence to training man-days/ mandatory training programs for self
Ensure goal-setting, mid-year review and annual appraisal process within specified timelines 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.
Mentor junior staff
MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS
Educational Qualifications
Graduate in any discipline and Undergrads with 2 years and above experience in Banking/Financial institute/NBFC/BPO/Customer service and sales.
Experience (Years and Core Experience Type)
0 to 2 years of experience in relevant field
Certifications
NA
Functional Skills
Relationship Management
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
Adapting to changing business requirements
Competencies
Banks Product Knowledge
Sales and Influencing Skills
Awareness of Banking regulations
Flexible to work in rotational shifts
Flexible to work in different LOB's within Phone Banking
KEY INTERACTIONS
INTERNAL
EXTERNAL
Operations team
Branch team
Products team
Service Quality
Deliverables team
NTB/ETB Customers
* Referrals
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