Phone Banking Officer

About the Job

We are seeking a Phone Banking Officer to join our team on a Full-time basis with OnSite work flexibility. In this role, you will support day-to-day banking operations by reaching out to customers, handling inbound and outbound calls, and assisting with inquiries related to accounts, services, and transactions. You’ll play a key part in ensuring customers receive timely, accurate, and courteous support—helping maintain trust and improving the overall customer experience.

Roles & Responsibilities

• Place and receive phone calls to support customer requests, service updates, and general banking inquiries.
• Verify customer information following established compliance and data protection procedures.
• Assist customers with understanding products, basic account processes, and available banking options.
• Record call outcomes, update customer information, and maintain accurate details in internal systems.
• Identify service gaps and escalate complex cases to the appropriate team with clear, well-documented information.
• Promote appropriate services where applicable, ensuring customer needs are prioritized.
• Meet daily/weekly performance targets related to call handling, resolution quality, and productivity.

Required Skills & Qualifications

• Strong communication and interpersonal skills with the ability to handle calls in a professional manner.
• Working knowledge of MS Office (Word, Excel, and basic reporting/record maintenance).
• Ability to follow compliance guidelines, verification steps, and confidentiality requirements.
• Detail-oriented mindset with strong accuracy and record-keeping habits.
• Basic numeracy and comfort working with customer account and transaction information.
• Customer-focused attitude and willingness to learn banking processes and systems.