Relationship Manager - Phone Banking (Start ASAP)

Your role

Role & location fungibility

While the role descriptions give you an overview of the responsibilities, it is only directional and guiding in nature. At ICICI Bank, they believe in serving customers beyond their role definition, product boundaries, and domain limitations through their philosophy of customer 360-degree. In essence, this captures their belief in serving the entire banking needs of the 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.
 
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 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 behaviour, 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 ICICI Bank's 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.

About you

Key qualifications & skills

• Educational Qualification: Graduates or Engineers in any discipline.
• 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.

 
Few success factors

• Good communication skills
• Deep understanding of customer needs
• Open to work in rotational shifts
• Strong execution skills
• Takes initiative in the face of adversity

Work experience

• 0 to 5 years

Benefits

They provide various benefits which include:

• Fair compensation
• Financial support to employees with special needs children
• Training and development programs
• Leadership development and succession planning programs
• An enabling work environment that helps employees achieve aspirational goals
• Maternity leave, child care leave and adoption leave
• Empowering women employees

To know more, watch this video:

Training & development

ICICI Bank offers comprehensive training and development programs that support multi-product knowledge and skills essential for their Customer 360° banking approach. They provide a range of opportunities, including functional training, leadership development, and digital programs, to nurture young talent and support employees at all levels. Their commitment to diverse educational backgrounds and certified courses helps their employees grow.

Career progression

Through their structured leadership development and succession planning initiatives, ICICI Bank provides robust career progression opportunities. The ‘Ignite’ series and regular leadership sessions keep employees informed about leadership, digital transformation, and other key areas. The bank’s succession planning process ensures a strong pipeline of future leaders, while employees are empowered to transition across roles, engage in challenging assignments, and discuss growth opportunities with superiors, fostering an environment that supports leadership development and impactful contributions.

How to apply

To apply for this role, click on the "Apply on employer site" button below. You will be directed to a page where you can select your desired location, which will navigate you to the career page where you can submit your application directly.

Sources

The following sources were used in researching this page:

• icicicareers.com/website/employee-value-proposition/growth-and-learning/2015/dec/employee-value-proposition.html
• icicibank.com/ms/aboutus/annual-reports/2022-23/icici-esg/investing-in-our-employees.html
• linkedin.com
• youtube.com