Relationship Manager - Phone Banking

Position Overview:

As a Relationship Manager – Phone Banking, you will play a vital role in connecting with the Bank’s diverse customer base, offering comprehensive support to facilitate their financial journeys and address their banking and investment needs within a seamless Customer 360-degree banking experience. Your daily responsibilities will include resolving customer inquiries via phone, delivering accurate product and service information, and proactively cross-selling banking solutions to existing clients—all while maintaining high standards of service excellence.

This role necessitates a deep understanding of each customer’s profile, demographics, banking behaviors, and portfolio. It also requires a keen ability to identify sales opportunities and contribute to revenue growth, all while prioritizing Net Promoter Score (NPS) and aligning with the Bank’s core philosophy of Fair Customer, Fair to Bank.

Primary Responsibilities:

• Address and resolve customer complaints effectively through the phone channel.
• Recommend suitable products and services tailored to meet individual customer needs.
• Maintain the principles of Fair to Customer and Fair to Bank throughout all customer interactions.
• Present products aligned with customer requirements, collaborating with different bank teams to identify appropriate offerings.
• Ensure compliance with information security standards and quality process guidelines.

Qualifications & Skills:

• MBA, Engineering graduates, or other relevant graduates with proven experience in relationship management across various industries.
• Excellent verbal and written communication skills.
• Proven track record of delivering exceptional customer service in every interaction.
• Willingness to collaborate with multiple teams to provide on-ground support and enable successful outcomes.
• Strong problem-solving skills to address customer concerns with effective solutions.