Relationship Manager - Phone Banking

Relationship Manager – Phone Banking

Organization: ICICI Bank

Job Category: Relationship Management

Job Level: Entry-Level Managerial

Experience: 2- 8 Years

Age: 21 - 30 Years

Locations: Pune and Coimbatore

Industry: Open to relevant experience across industries

Employment Type: Full-Time

About the Role

In the Relationship Manager – Phone Banking role, you will manage and enhance relationships with existing customers through the phone banking channel. Your responsibilities include understanding customers' financial needs, addressing their queries, offering appropriate banking solutions, and identifying opportunities to present relevant products and services.

You will interact with customers throughout their banking journey, delivering a consistently high level of service. You will also support customer satisfaction, relationship growth, and revenue goals.

Key Responsibilities

• Handle and resolve customer queries, requests, and complaints through the phone banking channel.
• Assess customer profiles, banking behaviour, portfolios, and financial requirements to suggest suitable solutions.
• Share precise information about banking products, services, procedures, and transactions.
• Recognize customer needs and recommend relevant banking and financial products.
• Cross-sell appropriate products and services to existing customers, ensuring a customer-first mindset.
• Develop and sustain strong customer relationships by delivering consistent, high-quality service.
• Coordinate with internal teams to deliver end-to-end banking solutions.
• Ensure customer satisfaction and NPS remain central priorities during all interactions.
• Operate in line with the Bank's Fair to Customer and Fair to Bank philosophy while serving customers.
• Maintain strict adherence to information security, compliance, quality, and regulatory guidelines.
• Own customer concerns and take proactive steps to drive effective resolution.

Eligibility & Qualifications

• Graduate, Engineer, or MBA with relevant professional experience.
• 2-8 years of work experience, ideally in relationship management, customer service, banking, financial services, sales, or comparable customer-facing roles.
• Applicants with relevant relationship management experience across industries may also be considered.
• Strong verbal and written communication skills.
• Solid understanding of customer needs, with the ability to recommend appropriate solutions.
• Customer-oriented mindset with strong problem-solving and execution skills.
• Capability to spot sales and cross-selling opportunities during customer conversations.
• Comfort working with multiple teams and stakeholders.
• Willingness to work in rotational shifts.

Key Success Factors

• Excellent communication and interpersonal skills
• Strong customer relationship management capabilities
• Ability to understand customer needs and provide customised solutions
• Customer service and sales orientation
• Strong execution and ownership
• Proactive approach to problem-solving
• Ability to work effectively in a team environment
• Adaptability to changing roles and business requirements

About ICICI Bank Phone Banking Services

ICICI Bank's Phone Banking Services Group gives customers access to a broad set of banking services, primarily via the phone channel. The group partners with multiple business units across the Bank to support smooth customer journeys, meet service requirements, and share customer feedback with relevant product teams.

As a 24/7 banking channel, Phone Banking supports customers with transactions, service requirements, and access to financial products—while also helping strengthen the overall customer relationship with the Bank.

Role & Location Fungibility

Banking is an essential service, and employees may be required to demonstrate flexibility across roles and locations depending on business requirements. The responsibilities outlined above are intended to provide an overview of the role and are directional in nature.