Feb 17, 2016

Phone Banking Executive / Phone Banking Officer - Kotak Bank - Payroll.

    Contact Centre Executive / Phone Banking Officer - Kotak Bank - Payroll.

    CTC : - Freshers : 1.7L max ; candidates with experience : 2.2L max

    1. JOB PURPOSE Resolve customer enquiries, take requests, handle complaints, troubleshoot problems and provide information.
    List the expected end results that must be achieved in order to fulfil your job purpose and the activities that help in achieving these results. 


    1. Handling customer calls 
    Providing account information
    Blocking and reissuing cards
    Cheque book requests 
    Statement requests 
    DD requests 
    ATM Pin / TPin / mibank Pin requests 
    Net banking/Business banking ID activation / reactivation / deactivation 
    Phone number updation 
    Email ID updation 
    SMS alert registration 
    Product/Process Query handling
    Responding to queries on Demat (T-1 data)
    Responding to queries on Consumer Finance

    2. Productivity Standards
    ACD Calls ( 80-100 calls at day)
    Average Talk time ( 3 mins)
    Average Hold time ( 1 min)
    Average ACW time ( 20 mins)
    Staffed time ( 8 hours 30 mins)
    Occupancy ( 75% and above)

    3. Business Generation Targets
    Channel Migration Tpin , E-reg, I banking, SMS Banking and IVR migration
    Sales As per monthly targets assigned

    4. Discipline
    Punctuality and Nil Unplanned leave
    Discipline Maintain decorum in the office
    Ensure weekly review with TL 

    5. Compliance and Unit Controls
    Call capture and reporting to be accurate, complete and timely
    Follow Call procedure
    Adhere to validation procedure
    Answer calls in a courteous manner
    Answer calls within one ring
    Complaint logging, tracking and closing 
    Assure Call pack Awareness of and adherence to compliance/money laundering guidelines
    Adherence to reversal policies and budgets

    Interested ?? Contact me at 044 3341 3137 (OR) Email your resume to Nisha.joseph@teamlease.com


About Venky

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