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 for the Branch Channel. 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 calls to assist customers with their banking inquiries, product information, and service requests related to branch operations.
• Provide accurate and timely information on various financial products and services offered by the bank, ensuring alignment with customer needs and branch sales targets.
• Resolve customer complaints and issues effectively, escalating complex cases to appropriate departments while maintaining high customer satisfaction levels.
• Collaborate closely with branch staff to support sales campaigns, lead generation, and follow-up activities to maximize branch channel performance.
• Maintain detailed records of customer interactions, transactions, and feedback in compliance with bank policies and regulatory requirements.
• Ensure adherence to all banking regulations, internal controls, and data privacy standards during customer interactions.
• Identify opportunities to cross-sell and upsell banking products, contributing to the achievement of branch sales objectives.
• Participate in regular training sessions to stay updated on new products, services, and compliance guidelines relevant to the financial services industry.
• Monitor call quality and provide feedback to improve service delivery and operational efficiency within the call centre and branch channel.
• Support the implementation of process improvements to enhance customer experience and streamline communication workflows.
  
  

Skill:-

• Customer Relationship Management (CRM) Software
• Financial Product Knowledge
• Effective Communication
• Conflict Resolution
• Regulatory Compliance
• Sales and Cross-Selling Techniques
• Data Entry and Record Keeping
• Problem-Solving
• Multitasking
• Team Collaboration
  
  

Preferred Qualifications:-

• Bachelor’s degree in Finance, Business Administration, or a related field from a recognized university.
• Minimum of 2-3 years of experience in a call centre or customer service role within the financial services industry, preferably supporting branch 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*#

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