PHONE BANKING Officer

Job Description

Fulcrum Pvt Ltd is seeking a skilled PHONE BANKING Officer to join our dynamic team. This role involves engaging with customers primarily via telephone to address inquiries, provide information about banking products, and ensure high levels of customer satisfaction. The ideal candidate demonstrates strong communication skills, a proactive approach to problem-solving, and the ability to manage multiple customer interactions efficiently. As a PHONE BANKING Officer, you will play a crucial role in nurturing customer relationships and promoting the bank's services through effective cross-selling and up-selling techniques. The position involves overseeing and coordinating activities within a team of 15 personnel. This includes providing guidance, ensuring adherence to service standards, and fostering a collaborative work environment to meet and exceed performance targets. The candidate must be adaptable with a willingness to work rotational shifts and possess basic computer knowledge to use call center and CRM software effectively.
Responsibilities
 

• Handle inbound and outbound customer calls professionally and courteously to address inquiries, resolve issues, and provide product information.
• Manage customer accounts by accurately recording interactions and updating records in the Customer Relationship Management (CRM) software.
• Identify customer needs and promote sales opportunities, including cross-selling relevant financial products and services.
• Monitor daily team activities, providing leadership and support to ensure targets are met and quality standards are maintained.
• Train and support team members in the use of telecommunication systems and call center software to optimize customer interactions.
• Analyze and resolve customer complaints promptly, escalating complex issues to higher management when necessary.
• Prepare and maintain reports on call outcomes, team performance, and feedback to inform process improvements.
• Coordinate shift schedules and manage workload distribution among team members to maintain service efficiency.
• Ensure compliance with company policies and regulatory requirements in all customer interactions.
• Participate in continuous training and development programs to stay current with products, services, and industry best practices.