DCB Bank Customer Service Manager Interview Questions and Answers

Customer Relationship Management

• Maintain and develop relationships with existing customers via meetings, telephone calls, and emails
• Cold call to arrange meetings with potential customers to prospect for new business
• Visit potential customers for new business
• Conduct promotional activities to generate customer information and follow up on such leads

Sales Performance

• Review own sales performance, aiming to meet or exceed targets
• Cross-sell various banking products
• Acquire new quality customers and cross-sell various products
• Generate fee revenue for the bank with the help of insurance, mutual fund, and trade finance business

Team Leadership

• Lead and manage the customer service team to ensure high levels of customer satisfaction
• Train and mentor customer service staff to enhance their skills and performance
• Develop and implement customer service policies and procedures
• Prepare and present customer service reports to senior management

Customer Service Excellence

• Handle escalated customer complaints and ensure timely resolution
• Ensure accurate, timely, and error-free processing of customer service requests
• Continuously improve product knowledge and awareness of market trends and competitor products
• Overcome problems using guidelines and escalate with expediency when necessary