Phone Banking Officer

Fulcrum Pvt Ltd is seeking a dedicated Phone Banking Officer to join our team and manage a team of 20 persons. The ideal candidate will play a crucial role in maintaining excellent customer relationships over the phone by addressing inquiries, resolving issues, and providing information related to banking products and services. This role requires strong communication and problem-solving skills to effectively handle various customer interactions in a professional and courteous manner. The Phone Banking Officer will also be responsible for overseeing the performance of their team and ensuring smooth operations within the phone banking department. A graduation degree is required to apply for this position.
Responsibilities
 

• Lead and manage a team of 20 phone banking representatives by providing guidance, support, and regular performance feedback.
• Handle inbound and outbound customer calls efficiently, providing accurate information regarding banking products, services, and policies.
• Develop and maintain strong customer relationships by addressing queries and resolving complaints promptly and effectively.
• Apply excellent customer relationship management skills to enhance customer satisfaction and promote loyalty to Fulcrum Pvt Ltd.
• Implement effective call handling techniques to manage high call volumes while maintaining quality and professionalism.
• Train and mentor team members on best practices in call handling, problem resolution, and customer communication.
• Monitor team performance metrics to identify areas for improvement and implement strategies to boost productivity and service quality.
• Collaborate with other departments to ensure seamless service delivery and resolve customer concerns that require escalation.
• Maintain accurate records of customer interactions and transactions according to company policies and regulatory requirements.
• Stay updated on banking products, services, and industry trends to provide customers with relevant and up-to-date information.