Call Centre Officer - Branch Channel

Group Company: AU Small Finance Bank Limited

Designation: Call Centre Officer - Branch Channel

Office Location:

Position description: #*Position description*#

Primary Responsibilities: #*Primary Responsibilities*#

Additional Responsibilities: #*Additional Responsibilities*#

Reporting Team

• Reporting Designation: #*Reporting Designation*#
• Reporting Department: #*Reporting Department*#
  
  

Educational Qualifications Preferred

#*Education and Experience*#

• Category: #*Category*#
• Field specialization: #*Field specialization*#
• Degree: #*Degree*#
• Academic score: #*Academic score*#
• Institution tier: #*Institution tier*#
  
  

Required Certification/s: #*Required Certification/s*#

Required Training/s: #*Required Training/s*#

Required Work Experience

• Industry: #*Industry*#
• Role: #*Role*#
• Years of experience: #*Years of experience*#
  
  

Job Brief:- AU Small Finance Bank Limited is seeking a dedicated and customer-focused professional to join our Sales Department as a Call Centre Officer specializing in Branch Channel operations. This role is pivotal in managing inbound and outbound communications with customers, addressing their banking needs, and supporting branch sales initiatives. The ideal candidate will possess strong communication skills, a thorough understanding of financial products, and the ability to resolve customer queries efficiently while promoting the bank's services. This position requires a proactive approach to customer engagement, adherence to compliance standards, and collaboration with branch teams to enhance customer satisfaction and drive business growth within the financial services sector.

Responsibilities:-

• Handle inbound and outbound customer calls related to branch banking services, ensuring timely and accurate information delivery.
• Assist customers with account inquiries, transaction details, product information, and service requests in alignment with bank policies.
• Identify customer needs and cross-sell appropriate banking products and services to support branch sales targets.
• Maintain detailed and accurate records of customer interactions and transactions using the bank’s CRM and call management systems.
• Collaborate closely with branch staff to resolve complex customer issues and escalate cases as necessary to ensure prompt resolution.
• Adhere strictly to regulatory compliance, data privacy, and internal control procedures during all customer interactions.
• Monitor call quality and customer feedback to continuously improve service standards and operational efficiency.
• Participate in training sessions to stay updated on new banking products, services, and industry best practices.
• Support branch marketing campaigns by providing customers with relevant information and facilitating lead generation.
• Generate regular reports on call metrics, customer feedback, and sales conversions to assist management in decision-making.
  
  

Skill:-

• Customer Relationship Management (CRM) Software
• Financial Product Knowledge
• Effective Communication
• Sales and Cross-Selling Techniques
• Regulatory Compliance and Data Privacy
• Problem Solving and Conflict Resolution
• Call Handling and Telephony Systems
• Time Management and Multitasking
• Attention to Detail
• Reporting and Data Analysis
  
  

Preferred Qualifications:-

• Bachelor’s degree in Commerce, Business Administration, Finance, or a related field.
• Minimum of 2 years experience in a call center or customer service role within the financial services industry, preferably with exposure to branch banking operations.
  
  

Key Performance Indicators: #*Key Performance Indicators*#

Required Competencies: #*Required Competencies*#

Required Knowledge: #*Required Knowledge*#

Required Skills: #*Required Skills*#

Required Abilities

• Physical: #*Physical*#
• Other: #*Other*#
  
  

Work Environment Details: #*Work Environment Details*#

Specific Requirements

• Travel: #*Travel*#
• Vehicle: #*Vehicle*#
• Work Permit: #*Work Permit*#
  
  

Other Details

• Pay Rate: #*Pay Rate*#
• Contract Types: #*Contract Types*#
• Time Constraints: #*Time Constraints*#
• Compliance Related: #*Compliance Related*#
• Union Affiliation: #*Union Affiliation*#