Phonebanking, Customer Care support

Job Description

About Axis Virtual Centre:

Axis Virtual Centre engages with the Axis Bank customers and prospects, virtually, through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell. The Axis Virtual Centre supports the respective Line of Business to achieve and exceed dial targets through effective use of communication skills and envisages to provide a differential customer experience.

About the Role:

The Video KYC Officer is part of the liability team under AVC, Axis Bank, which handles the NTB acquisitions and liability products. They need to be proficient in the completing the Video based KYC norms to help the customer be digitally on-boarded, and should possess working knowledge of Retail Asset products, Banking operations, Investment options and Card products. The VKYC Officer uses digital skills, operational knowledge and impactful client interactions to deliver on the promise of accurate and compliant VKYC for the customer and ensuring a pleasant journey in digital on boarding process, also exploring for any other up sell/cross-sell opportunities wherever possible.

Key Responsibilities:

• Manage the digital on boarding journey for clients by delivering successful and accurate VKYC which is compliant as per the regulatory requirements, briefing customers product basics and mandatory features, advising clients on simple and routine issues to help them connect on Video calls thus delivering our prospective clients a superior customer experience
• Achieve the monthly assigned business metrics on number of successful VKY completed, occupancy, availability, logged in hours, AHT, adherence and cross-sales generating Fee income across Investment, Assets, and Cards.
• Utilize effectively all applications, tools, and databases used to process transparent end to-end client support.
• Strictly adheres to internal control policies. Ensure that the organization's activities are carried out in accordance with all regulatory, legal, and governmental regulations.

Qualifications:

Optimal qualification for success on the job is:

• 0-2 year of experience in BFSI industry, preferably in a phone/video banking/telesales setup.
• Prior experience is Banking ops/Sales preferred but not mandatory.
• Minimum of 15 Years of formal Education.

Role Proficiencies:

For successful execution of the job, the candidate should possess the following:

• Proficient with systems related to Banking transactions and services and simple resolutions for video connects thru different devices.
• Strong willingness to work in a digital-banking setup
• Teamwork, verbal and written excellence, resilience and highly motivated.
• Must be flexible and understanding in a challenging and ever-changing environment
• Excellent communication skills both written and verbal