Job Description

#

Officer-Inbound Phone Banking

Corporate 1100-Corporate Office, Bangalore, Karnataka, India








Department
CORPORATE PHONE BANKING
Job posted on
Jan 12, 2026
Employment type
Permanent

POSITION DESCRIPTION

JOB TITLE

Officer - Inbound Phone Banking

GRADE

DM-I

DEPARTMENT

Phone Banking

LOCATION

HO

SUB-DEPARTMENT

NA

TYPE OF POSITION

Full-Time

REPORTS TO

Team Leader-Phone Banking

REPORTING INTO

NA

ROLE PURPOSE & OBJECTIVE

Receive and respond to customer service account inquiries on account balances, transaction Responsible for handling any inquiries and resolving customer complaints. Promote bank's products and services over calls. Identify customer needs & refer customers to appropriate banking services Help to avoid loss of customers and negative reviews Play the role of a Mentor to new officers Handle small projects within the unit

SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

NA

NA

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business

Adhere to all Service and Business metrics set for the unit Inform and suggest new banking products to customers Take leads 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 pick up 85+ calls per day 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

Increase the First Call Resolution Rate (FCR) in the calls handled. 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 Provide information to customers on their account status and account balances. 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 that a minimum number of calls are handled and service metrics 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 Maintain call records of the calls made by customers Ensure that details are Updated in the Software promptly and appropriately Provide assistance to all other members of staff in other departments of the bank by liaising with them through healthy interactions Handle small projects

Learning & Performance

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

Any Graduate/ Post Graduate (Any Stream)

Experience (Years and Core Experience Type)

0 - 2 years of work experience in a Service industry Internal employees can also apply

Certifications

NA

Functional Skills

Effective listening skills demonstrated by the ability to listen to other people talk without interruptions, understand them and then propose solutions or make contributions based on the points made Strong communication skills characterized by excellent writing and speaking skills Skilled in customer advisory services, probing and need assessment Must possess excellent multi-tasking skills and be ability to function under pressure Must possess excellent negotiation skills and be able to influence people Adept with technology and grasp the use of new software without challenges. Must be patient and willing to help others in solving problems while maintaining a positive attitude at all times Must have a keen eye for detail and follow instructions Product Knowledge and Industry Experience

Behavioral Skills

Leadership Communication Service orientation

Competencies

NA