Phone Banking Officer (Walk-in)

About Axis Bank and Axis Phones

Axis Bank not only addresses financial needs but also focuses on building lasting customer trust at every interaction, which has driven its steady growth and expansion. Axis Phones, the inbound contact center division, engages with customers via virtual channels to offer seamless, high-quality service experiences. This team manages customer demands, ensures operational excellence, and identifies cross-selling and upselling chances for banking products while supporting sales and operations through quality initiatives, employee engagement, and compliance monitoring to improve customer engagement and sales effectiveness.

Role Overview

The Phone Banking Officer provides exemplary customer service by promptly resolving queries and complaints on first contact, aiming for high satisfaction with minimal handling time. The role focuses on delivering courteous, accurate, and customer-focused support while adhering strictly to bank policies and processes. It also involves recognizing and executing opportunities for cross-selling and upselling key products.

Key Responsibilities

• Quickly address and resolve customer queries and complaints to ensure excellent satisfaction levels and efficiency.
• Provide polite, precise, and customer-centric assistance, taking full ownership of issues.
• Follow all bank policies, product knowledge, and process guidelines with zero tolerance for errors.
• Refer escalated issues to appropriate departments when required.
• Maintain process efficiency and uphold standards in service and sales.
• Meet call quality standards and other designated key performance indicators (KPIs).
• Identify and pursue opportunities to cross-sell and upsell banking products like loans, mortgages, and premium accounts.

Candidate Qualifications and Skills

• Graduation or postgraduate degree from a recognized institute.
• At least 2 years of relevant experience in customer service, contact centers, or related domains.
• Excellent written and spoken communication skills.
• Strong orientation towards service with enthusiasm and self-motivation.
• Ability to thrive in a dynamic, fast-moving workplace.
• Good comprehension and problem-solving skills.
• Positive team player attitude.
• Banking industry familiarity is an added bonus.