Job Title: Relationship Manager – Phone Banking
Location: Across India
Experience: 0-8 Years
Industry: Banking & Financial Services
Job Level: Entry-Level Managerial
About ICICI Bank
ICICI Bank is one of India’s leading private-sector banks, offering a wide range of banking products and financial services to corporate and retail customers. With a strong presence across India and internationally, the bank is known for its customer-centric approach and innovative banking solutions.
At ICICI Bank, we believe in delivering beyond expectations through our philosophy of Customer 360-degree banking. Our services extend beyond traditional banking, ensuring holistic financial solutions to meet the diverse needs of our customers.
Job Overview
The Relationship Manager – Phone Banking role offers an excellent opportunity to interact with customers and provide comprehensive banking solutions. As a Phone Banking Relationship Manager, you will be responsible for managing customer queries, providing banking assistance, resolving issues, and cross-selling financial products over the phone. This role requires strong communication skills, problem-solving ability, and a customer-first approach.
Key Responsibilities for Relationship Manager
- Customer Engagement: Handle inbound and outbound customer calls to address their banking queries, resolve issues, and offer solutions.
- Sales and Cross-Selling: Identify customer needs and promote relevant banking products such as savings accounts, credit cards, loans, and insurance.
- Service Excellence: Ensure high-quality service delivery, focusing on customer satisfaction and retention.
- Problem Resolution: Address and resolve customer complaints efficiently and effectively.
- Data Management: Maintain accurate customer records and update banking systems with customer interactions.
- Compliance and Security: Adhere to banking regulations, information security norms, and quality control standards.
- 360-Degree Banking Solutions: Work closely with various banking teams to provide a holistic financial experience to customers.
- Performance Metrics: Meet and exceed assigned KPIs, including customer satisfaction scores, sales targets, and compliance standards.
- Team Collaboration: Work with cross-functional teams to enhance customer service and implement strategic initiatives.
- Continuous Learning: Stay updated with the latest banking products, services, and industry trends to provide expert advice to customers.
Relationship Manager: Qualifications & Skills
- Education: MBA, Engineers, or Graduates with relevant work experience in relationship management or sales.
- Communication Skills: Excellent verbal and written communication skills in English and regional languages.
- Customer Service Orientation: Strong ability to provide a delightful customer experience.
- Sales Acumen: Ability to identify opportunities and cross-sell banking products effectively.
- Problem-Solving Skills: Ability to analyze customer concerns and offer viable solutions.
- Teamwork: Willingness to work with multiple teams for operational efficiency.
- Tech-Savvy: Familiarity with banking software, digital banking platforms, and CRM tools.
- Adaptability: Ability to work in a fast-paced environment and rotational shifts.
Few Success Factors
- Strong execution and problem-solving skills.
- Proactive approach in addressing customer concerns.
- Ability to work under pressure and meet targets.
- Open to working in rotational shifts.
- Strong knowledge of banking products and customer needs.
About the Business Group
ICICI Bank’s Phone Banking Services Group is a crucial touchpoint for customer interactions, offering banking services primarily through telephonic channels. This team plays a key role in managing customer relationships, supporting international branches, and enhancing service delivery. The Phone Banking channel is active 24/7, ensuring seamless customer support for banking transactions and product offerings.
Frequently Asked Questions: Relationship Manager
1. Is prior banking experience necessary for this role?
No, prior banking experience is not mandatory. We welcome candidates from diverse industries who have a passion for sales and customer service.
2. Does this role involve sales?
Yes, the role involves customer engagement and cross-selling banking products to enhance customer relationships.
3. Can freshers apply for this role?
Yes, freshers are encouraged to apply. ICICI Bank provides extensive training to help new employees succeed in the role.
4. Will experience in other industries be considered?
Yes, we welcome applications from candidates with experience in sales, customer service, and relationship management across industries.
5. What products will I be handling?
You will be offering banking products such as savings accounts, credit cards, loans, investment solutions, and insurance plans.
6. Is this a team-handling role?
No, this is an individual contributor role.
7. What are the key deliverables of this role?
Key deliverables include customer satisfaction, cross-selling banking products, resolving queries, and maintaining high service standards.
8. What is the selection process?
The selection process includes profile evaluation, a personal interview, and assessments based on job requirements.
9. What is the next step after applying?
Once you apply, we will review your profile. Shortlisted candidates will be invited for further assessment and interviews.
10. What are the growth opportunities in this role?
ICICI Bank offers excellent career growth opportunities, with potential advancements to higher relationship management and leadership roles based on performance.
