Job Description:
Position Purpose:- Managing Inbound calls /emails / chat to service customers and make outbound calls where necessary.
Responds to customer’s queries, updates customers details.
Key Responsibilities:- Operations
1
End to end relationship management of VIP customer. SR closure tracking and call back if needed.
Calls Management / respond & resolve customer’s queries & other related services offered by RBL
Bank on calls at call centre.
2 Training Assistance & Floor Mentoring, whenever called upon.
3 Managing Inbound calls /emails / chat to service customers and make outbound calls where
necessary.
4 Follow up & manage all customer expectations to meet your customers needs.
5 Use positive communication & soft skills effectively for understanding customer needs and
developing resolutions.
6 Next day service-satisfaction call back check & Proactive servicing.
7 Adhere to breaks/shifts in a timely manner as per schedule.
8 Meet and exceed performance targets set by management.
9 Use appropriate escalation methods.
10 Follow all floor policies and HR policies.
11 Identify and qualify legitimate sales opportunities.
12 Real-Time floor Management as per necessity.
Quality
1 Follow appropriate procedures laid by the Quality team.
2 Equip self with new products / procedures and updated policies.
3 Meet quality assurance requirements and other key performance metrics.
Qualifications and Experience Requirement:-? Credit Cards / Banking Background
? Call taking Experience
? At least 2 year in Banking / Credit Cards / Financial Process.
Functional Inter-linkages
Internal & External
Internal: - BSG, CRU, Operations, Risk / Policy, Products, IT, Business & any other unit within the
Bank.
External :- Outsourced Partners
Competency Requirements
1. Technical Skills
Skill Attribute
Service
Excellence
? Treating Customer Right
? Taking end-to-end Ownership of Customer Issues
? Cutting across the Bank to obtain results for Customer Servicing
? Always handling Customers with a positive attitude
? Valuing the value chain within the organisation
? Staying ahead of Customer Needs/Queries
EUC Skills Using MS Excel, Word & PowerPoint
2. Behavioral Skills
Competencies Attribute
Professionalism To conduct assigned duties with professional judgement and in good faith.
Respect To be sensitive and responsible for action.
Excellence To act in a manner that earns the trust and admiration of others.
Entrepreneurial To be enterprising and take ownership of our actions.
Teamwork Working collaboratively and consistently to achieve the common goals.
Client Oriented/Engaging Ability to understand Customer Needs & Issues and keep them engaged
while delivering the necessary solutions.
Result Oriented Unwavering focus on achieving results, maintain performance.
Customer Influence Ability to influence Customers in a smooth, non-abrasive manner without
giving false information.
Attention to Detail Being meticulous and paying attention to details.
Communications Listening and communicating correct information to customers effectively
and efficiently.
Perseverance Persistence in doing something despite difficulty or delay in achieving
success.
Time Management Managing time effectively.
Leadership Directs and advises others on performance of their jobs, using appropriate
leadership styles while managing different individuals
Motivating Others Achieves results through effective use of people; mentors others to achieve
goals by keeping them interested and satisfied while working on
established targets.
Decisiveness Shows a readiness to make decisions, render judgements & commit oneself
JOB DESCRIPTION
to definite opinions, taking actions and responsibility for such decisions.
Skill:
Internal: - BSG, CRU, Operations, Risk / Policy, Products, IT, Business & other unit within Bank
