ICICI Phone Banking Recruitment

ICICI Relationship Manager Phone Banking Jobs: An Overview In the dynamic and fast-paced world of banking, the role of a Relationship Manager (RM) in phone banking at ICICI Bank stands out as a crucial link between the bank and its customers. These professionals are responsible for building and maintaining strong relationships with clients, ensuring their banking needs are met efficiently while driving the bank’s business goals. The position requires a blend of financial acumen, excellent communication skills, and a deep understanding of customer service.

Role and Responsibilities

As a Relationship Manager in ICICI Bank’s phone banking division, your primary responsibility is to manage the bank’s relationship with its customers over the phone. This includes offering financial advice, cross-selling various banking products, addressing customer queries, and ensuring a high level of customer satisfaction. The RM is often the first point of contact for customers seeking assistance with their banking needs, making this role pivotal in maintaining customer loyalty and trust.

Relationship Managers are expected to be well-versed in the bank’s portfolio of products and services, including savings accounts, loans, investment options, and credit cards. They must assess the financial needs of customers and recommend appropriate products that align with their goals. This requires a proactive approach, where RMs regularly reach out to clients with personalized offers and updates.

Skills and Qualifications

To excel in the role of a Relationship Manager in phone banking, candidates must possess strong communication skills, both verbal and written. Since the job involves extensive interaction with customers, the ability to articulate information clearly and build rapport quickly is essential. Active listening is another critical skill, as it helps in understanding the customer’s requirements and concerns accurately.

In addition to communication skills, RMs need a solid foundation in financial products and services. A degree in finance, business administration, or a related field is often required, along with experience in sales or customer service. Familiarity with the latest banking software and CRM tools is an advantage, as these tools are integral to managing customer relationships efficiently.

Career Growth and Opportunities

Working as a Relationship Manager in ICICI Bank’s phone banking division offers numerous opportunities for career advancement. Successful RMs can progress to higher roles within the bank, such as Senior Relationship Manager, Team Leader, or even branch management positions. The role provides a strong foundation in banking operations, sales, and customer service, making it an excellent starting point for a long-term career in the financial sector.

ICICI Bank, being one of India’s largest and most prestigious banks, offers its employees extensive training and development programs. These programs are designed to enhance the skills required for the job and provide opportunities for continuous learning and growth.A Relationship Manager’s role in phone banking at ICICI Bank is both challenging and rewarding. It offers the chance to work in a customer-centric environment, where building and nurturing relationships is key to success. For individuals with a passion for finance and customer service, this role can be a stepping stone to a fulfilling career in banking, with ample opportunities for professional growth and development.

Quick Information About ICICI Phone Banking Recruitment

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Vacancy details for this Job ICICI Phone Banking Recruitment

Essential Services: Role & Location Fungibility at ICICI Bank

At ICICI Bank, the concept of customer service extends far beyond the traditional role definitions and product boundaries. The bank’s philosophy of “Customer 360-degree” embodies the belief in serving all aspects of a customer’s banking needs as one unified entity—One Bank, One Team. This approach mandates that employees at ICICI Bank should not only be versatile in their roles but also be flexible in terms of location, acknowledging that banking is an essential service.

The Role of a Relationship Manager (Phone Banking)

As a Relationship Manager in Phone Banking at ICICI Bank, you will be at the forefront of engaging with the bank’s customers, providing the necessary support to make their financial journeys smoother and catering to their banking and investment needs. Your daily responsibilities will include addressing customer queries via phone, offering relevant product and service information, and cross-selling various banking products to existing customers. All of this is done with a focus on providing excellent service. To excel in this role, you will need to develop a comprehensive understanding of each customer’s profile, including their demographics, banking behavior, and portfolio.

This role requires a keen ability to identify sales opportunities while maintaining high customer satisfaction scores, as measured by the Net Promoter Score (NPS). The essence of your engagement with customers will be guided by the bank’s core philosophy of being “Fair to Customer, Fair to Bank.” This means ensuring that the solutions you provide are not only beneficial to the customer but also aligned with the bank’s interests.

Key Responsibilities

Your primary responsibilities as a Relationship Manager (Phone Banking) will include:

1. Query Resolution: Addressing and resolving customer complaints through the phone channel is one of your main duties. You will be the first point of contact for customers, making it crucial to handle each interaction with care and professionalism.
2. Customized Solution Offering: You will be expected to understand the unique needs of each customer and offer tailored products and services that help meet these needs. This personalized approach is vital to ensuring customer satisfaction and loyalty.
3. Adherence to Core Values: While interacting with customers, it is essential to keep the bank’s core values in mind. The principle of being “Fair to Customer, Fair to Bank” should be at the heart of every decision and recommendation you make.
4. Providing 360-Degree Banking: Your role involves offering a comprehensive range of products based on the customer’s needs. This may require collaborating with other teams within the bank to ensure that you provide the most suitable product offerings.
5. Compliance: Adhering to information security norms and quality process standards is non-negotiable. Compliance is a critical aspect of your role, ensuring that all interactions and transactions are conducted securely and efficiently.

Key Qualifications & Skills

To succeed in this role, you should have the following qualifications and skills:

• Educational Background: A graduate or engineering degree in any discipline is required. This educational foundation will equip you with the analytical and problem-solving skills necessary for the role.
• Communication Skills: Strong oral and written communication skills are essential, as you will be interacting with customers regularly. Clear and effective communication is key to resolving queries and providing excellent service.
• Customer Service Orientation: A commitment to delivering impeccable customer service is crucial. Every interaction with a customer should reflect the bank’s dedication to serving their needs.
• Team Collaboration: A willingness to work with various teams for on-ground support is important. Collaboration with other departments will enable you to deliver comprehensive solutions to customers.
• Proactiveness: The ability to address customer concerns proactively by providing viable solutions is a valuable skill in this role. Being proactive will help you anticipate customer needs and enhance their experience with the bank.

Success Factors

Several factors contribute to success in the role of a Relationship Manager (Phone Banking) at ICICI Bank:

• Good Communication Skills: Being able to communicate effectively with customers is crucial. This includes not only understanding their needs but also conveying information in a clear and concise manner.
• Deep Understanding of Customer Needs: A thorough understanding of what customers need is essential to providing them with the right solutions. This requires active listening and a customer-centric approach.
• Flexibility to Work in Rotational Shifts: The ability to work in rotational shifts is important, as phone banking services are available 24/7. Flexibility in your work schedule will ensure that you can meet customer needs at all times.
• Strong Execution Skills: The ability to execute tasks efficiently and effectively is vital. This includes everything from resolving customer queries to cross-selling products.
• Initiative: Taking the initiative, especially in challenging situations, is a key trait of successful Relationship Managers. Being proactive and solution-oriented will help you excel in this role.

About the Business Group

The ICICI Bank Phone Banking Services Group plays a pivotal role in helping customers access a wide range of banking features primarily through the phone channel. This group is closely connected with all business units within the bank, ensuring that the service architecture supports the entire customer journey. Moreover, it relays customer feedback to product teams, facilitating continuous improvement in service delivery.

The Phone Banking Channel also extends its support to international branches and ICICI Direct, catering to their phone banking needs. This 24/7 channel is designed to enhance the transaction capabilities of customers and offer products across the financial spectrum, ultimately boosting the customer’s portfolio.

Location and Experience Requirements

This position is based in Chennai and is open to individuals with 0 to 5 years of experience. Whether you are just starting your career or have a few years of experience in the banking sector, this role offers a great opportunity to grow and develop your skills while making a meaningful impact on customers’ financial journeys.In conclusion, the role of a Relationship Manager (Phone Banking) at ICICI Bank is both dynamic and rewarding. It requires a combination of customer service skills, product knowledge, and a commitment to the bank’s core values. With the bank’s philosophy of Customer 360-degree, you will have the opportunity to serve customers comprehensively, contributing to their financial well-being and, ultimately, to the success of ICICI Bank.

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Official Notification & Application ICICI Phone Banking Recruitment

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