Phone Banking Officer Resume
Summary : As a Phone Banking Officer, handled and resolved customer complaints and queries over the phone, Provided customers with relevant product and service information, and Cross-sold various banking products to customers over the phone.
Skills : Administrative Support, Interpersonal Skills.
Description :
- Found and win new customers Nurture and retain relationships with existing customers Re-established relationships with previous customers Sales Profile: Analyze and assess financial asset development eligibility.
- Enhanced breadth and depth of customer engagement through inbound and outbound phone communication Sell banking products including savings and Credit accounts, Fixed Deposits (CDs), Recurring Deposits, Credit Cards, and Loans.
- Managed customer relationships through complaint management, service management, and inquiry management processes.
- Developed a Customer Relationship Management Strategy and Created procedures to enhance the quality of customer services to improve customer satisfaction, meet customer expectations, and identify and anticipate customer needs to ultimately boost the Bank's financial goals.
- Used CRM System to identify and generate potential sales opportunities.
- Leveraged MS Office for query management, complaint management, and data management of eligible clients.
- Assisted customers in performing transactions and with inquiries, e.g. check status inquiry, account balance, and loan eligibility.
Experience
10+ Years
Level
Senior
Education
Bachelor's In Business
Phone Banking Officer Resume
Summary : As a Phone Banking Officer, gave welcome calls to new policyholders, Introduced myself to the policyholders and Welcomed them to the services by giving them all information about the policy.
Skills : Cash Register Handling, Administrative, Customer Service, Marketing.
Description :
- Handled customer queries and complaints over the phone Provided customers with relevant product and service information.
- Registered the complaints and requests of the Account holders and forwarded them to the concerned department.
- Displayed complete onus to customers' queries/problems.
- Adhered to product and process requirements, with nil errors, and Escalated customer issues to the right internal stakeholders.
- Effectively resolved customer complaints at the first instance, with excellent customer satisfaction scores.
- Ensured process efficiency and effectiveness by Complying with service and sales guidelines
- Achieved Call Quality targets and Resolved customer queries at the first instance of contact, with minimum call handling time.
Experience
7-10 Years
Level
Management
Education
Bachelor's In Business
Phone Banking Officer Resume
Summary : As a Phone Banking Officer, Delivered service with requisite courtesy and accuracy Nil Defects (100% adherence to product and process), Ensured Nil Customer complaints, Ensured excellent SLS scores and Escalated/highlighted customer problem incidences.
Skills : Customer Service, Providing Quality Customer Service.
Description :
- Resolved the queries of the Account holders pertaining to the Deposits.
- Ensured customer delight and consistent service experience, including timely resolution of customer queries/issues.
- Provided a one-stop service to respond to product and service inquiries that customers are experiencing by phone, live chat, offline messaging, and emails.
- Drove a successful customer experience by assisting at varied skill levels (from offline to online) to implement inbound cross-buy initiatives proactively.
- Met individual scorecards for call volume, availability, service level, and customer satisfaction.
- Attracted and retained customers by answering queries and providing suggestions that lead to short and long-term success.
- Worked collaboratively with teammates to solve customer issues as quickly and as efficiently as possible.
Experience
7-10 Years
Level
Management
Education
Bachelor's In Business
Phone Banking Officer Resume
Summary : As a Phone Banking Officer, handled inbound calls received from customers enquiring about details of the product holdings, and product, or process-related information. (for any / all product areas like Credit Cards, Bank A/Cs, Deposits, Loans, Depositories, Mutual Funds, Debit Cards, Prepaid & Forex Cards, or any other Direct Banking related calls).
Skills : Strong Verbal And Written Communication Skills, Banking.
Description :
- Reported customer complaints and escalate issues when necessary to prevent potential churn.
- Maintained appropriate operational risk control and compliance in all aspects in accordance with DBS or regulatory standards and policies.
- Experienced in a call center or banking industry, and good knowledge of credit card operations and banking services is an advantage.
- Ensured delivery of competent and consistent service in line with set standards that results in an enhanced customer experience for bank customers.
- Ensured that the defined productivity targets on service levels, call handling time, and quality parameters are met consistently.
- Provided good service to customers pertaining to any of their banking, financial, and investment needs.
- Resolved customer queries over the phone on a day-to-day basis thereby providing efficient customer service, Cross-sold banking products to our existing customers over the phone.
Experience
7-10 Years
Level
Management
Education
Bachelor's In Business
Phone Banking Officer Resume
Headline : As a Phone Banking Officer, acted as a role model within the organization, and established rapport quickly with peers, managers customers.
Skills : Knowledge On Banking Software And Computer Applications.
Description :
- Attended Inbound calls for assets and liabilities and cooperated with customers Ensured customers' requests is met within the turnaround time and does not turn into complaints.
- Looked into Remittances and Demat accounts of the CMB customers Taking the initiative of resolving customer issues till the issue stands resolved.
- Actively cross-sold products and Regularly updated customer personal and account information, ensuring customer confidentiality.
- Actively participated in extra-curricular activities organized by the Bank and was Efficient in using the Customer Relationship Management (CRM) software.
- Reminded the customers about their EMI payment of the availed loan.
- Called up the people who are seeking to avail of loans, know their requirements, check the eligibility, and do my best to get the loan process started.
- Gave a Welcome call to the customers who already availed the loan from ICICI bank and recheck all the details with them.
Experience
5-7 Years
Level
Executive
Education
Bachelor's In Business
Phone Banking Officer Resume
Objective : As a Phone Banking Officer, ensured complete and accurate resolution within the defined TATs, and ensured process compliance as per the set Audit and SQ guidelines.
Skills : Microsoft, CRM Software.
Description :
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Promptly responded to inquiries and requests from bank customers.
- Met all customer call guidelines including service levels handling time and productivity.
- Solved unresolved customer issues and out calling the customer to check their requirements with the banking products.
- Provided the customer with information about banking and insurance products.
- Sold products and services of the bank to the customers and maintained up-to-date knowledge of product and service changes.
- Managed data of all the out called customers and the services provided.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In Business
Phone Banking Officer Resume
Objective : As a Phone Banking Officer, experienced in inbound, outbound, and blended environments, training and development, client relations, and problem-solving. Adherence to high customer service standards. investigated and resolved customer inquiries and complaints in an empathetic manner.
Skills : Sales Skills, Banking Knowledge.
Description :
- Acted as a relationship manager to high net-worth customers of the bank.
- Collected customers' personal details on customers' consent in order to check customers' eligibility for unsecured loans.
- Trained new joiners on product notes and call-handling procedures.
- Coordinated with different departments in order to provide timely services to the customer.
- Adhered to all confidentiality requirements at all times and maintained the call quality requirements.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Call handled as per defined standards and Accurate resolution for customer queries.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In Business
Phone Banking Officer Resume
Objective : As a Phone Banking Officer, experienced a professional environment and devote sincere efforts and skills to the full extent for the achievement of desired results, Ensuring the retention of customers.
Skills : Basic Banking Terminology, Planning.
Description :
- Promoted Digital Banking services for a superior customer service experience.
- Profiled customers in order to aid the right cross-servicing of Bank products.
- Accurated logging and resolution of complaints and Ensured portfolio quality of relationship while racing considering eligibility.
- Monitored large amount movements and account closure from the deposit accounts.
- Called customers for various service and sales-related campaigns related to Retail Liabilities
- Responsible for quality communication and customer service within laid down productivity and service benchmarks
- Cross-sold various bank products and Attained Targets on sales conversions and cross-selling.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In Business
Phone Banking Officer Resume
Objective : As a Phone Banking Officer, Handled Customer Complaints by Mail, analyzing customer queries & sending them to respective departments. Timely reverted to the customer complaint emails, also responsible for closing; resolving queries & maintaining daily MIS of the same.
Skills : Banking, Customer Service.
Description :
- Engaged with customers across segments and provide any and every assistance required to ease their banking journey and service their banking, financial, and investment need.
- Resolved customer queries over the phone on a day-to-day base providing efficient service, providing customers with relevant products and service information, and cross-selling various banking products to our existing customers over the phone.
- Developed a thorough understanding of the customer's profile, demographics, banking behavior, and portfolio.
- Identified sales opportunities and drove revenue, while keeping NPS at the core of your engagement.
- Maintained and managed a well-developed professional knowledge of the entire products and services line offered by his organization.
- Capabled of heading the responsibility to update and request support for further development requirements.
- Initiated sales and cross-sell complete banking services range for presenting to potential clients.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In Business
Phone Banking Officer Resume
Objective : As a Phone Banking Officer, Worked as a Phone Banking Officer on Finacle and Vision Plus software. Handled inbound as well as outbound calls related to General, preferred banking, and credit cards.
Skills : Banking, Retail.
Description :
- Incorporated key aspects of phone baking including active participation in sales activities and processing of Retail Department in a well-organized and stable manner, ensuring making justifiable decisions along with complying with the set guidelines of the organizations.
- Provided any and every assistance required to ease their banking journey and service their banking, financial, and investment need.
- Ensured zero defects processing of all customer requests, including prompt and accurate Hotlisting of lost cards reported.
- Ensured Customer service excellence by displaying complete bonuses to the customer's query/problems
- Created leads and made the leads into converts.
- Solved existing customer queries and pitched in for sale.
- Provided Management with accurate Information on the daily sales reports.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In Business
