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Role Description
Job Title
Service RM - Phonebanking
Business Unit
Direct Banking Channel
Reporting To
Head SRM
Job Function and Role Type
Service / Sales, Individual Contributor
Version No
2.0
Job Purpose
Ensure delivery of consistent service aligned with standards to enhance customer experience. Achieve productivity, quality, and compliance targets while resolving customer requests accurately and promptly.
Key Responsibilities
Customer Interaction & Query/Complaints Management
Handle calls as per defined standards.
Resolve calls with 100% accuracy.
Log and resolve complaints accurately.
Hotlist and reissue cards promptly.
Call Quality
Achieve defined quality benchmarks.
Ensure 90% First Call Resolution.
Meet KAT and E-process scores.
Audit & Process Compliance
Adhere to process and audit requirements.
Log customer requests error-free.
Update interactions in CRM timely.
Schedule Adherence & Service Productivity Standards
Meet defined service productivity standards.
Adhere to schedule and login times.
MIS - Reporting
Ensure timely and accurate MIS reporting.
Education
Minimum Graduation.
Certifications
None specified.
Key Competencies
Banking product knowledge, communication, sales skills, influencing skills, awareness of banking regulations.
Major Stakeholders
Customers, Service RMs, Training Manager, Quality Manager, Head SRM, State Head.
Work arrangement
No
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