Relationship Manager - Phone Banking

Essential Service: Role Location Fungibility

At ICICI Bank, we believe in serving our customers beyond our role definition, product

boundaries, and domain limitations through our philosophy of customer 360-degree. In

essence, this captures our belief in serving the entire banking needs of our customers as One

Bank, One Team. To achieve this, employees at ICICI Bank are expected to be role and

location-fungible with the understanding that Banking is an essential service. The role

descriptions give you an overview of the responsibilities, it is only directional and guiding in

nature.

About the Role:

As a Relationship Manager - Phone Banking, you will have the opportunity to engage with

all customers of the Bank and provide every assistance required to ease their financial

journeys and service their banking and investment needs as part of Customer 360-degree

banking. On a day-to-day basis, you will be responsible for resolving customer queries over

the phone, providing relevant product and service information, and cross-selling various

banking products to our existing customers over the phone, all while providing excellent

service.

To do so, it is imperative to develop a thorough understanding of the customer's profile,

demographics, banking behavior, and portfolio. Hence, this role will also require a flair for

identifying sales opportunities and driving revenue while keeping NPS at the core of your

engagement and following the Bank's philosophy of Fair Customer, Fair to Bank.

Key Responsibilities:

Query Resolution

Handling and resolving customer complaints over the phone channel.

Customised Solution Offering

Providing customers with relevant products and services to help meet their needs.

Behold our values

While servicing customers, keep the philosophy of Fair to Customer and Fair to Bank at

the core.

Providing 360-degree banking

Offer products based on customer needs while collaborating with other teams in the

bank to understand suitable product offerings.

Adherence to compliance

Be compliant with information security norms and quality process norms.

Qualifications & Skills:

Educational Qualification

MBA, Engineers & Graduates with relevant work experience in the area of relationship

management across industries.

Communication skills

Good oral and written communication skills.

Customer service

Delivering impeccable customer service in all engagements.

Synergize with Team

Willingness to work with various teams for on-ground support and deliver enablers

as required.

Be Proactive

Ability to address customer concerns by providing a viable solution.

About the Business group:

ICICI Bank Phone Banking Services Group helps customers avail a host of banking

features primarily through the phone channel. The Phone Banking Channel at the

Bank is strongly connected to all business groups to design the service architecture

to enable the customer journey and relay customer feedback to product teams. It

also supports international branches and ICICI Direct in their phone banking

requirements. It is a 24/7 channel designed to enable the transaction capability of a

customer and offer products across the financial spectrum to boost the customer's

portfolio.