Telephone bankers require training to become familiar with policies and procedures. They must be able to resolve customer service issues quickly and properly. There are two types of phone banks: one assists bank customers, while the other is used in advertising and political campaigns. Political telephone banking may require a degree in politics and experience with campaigns. Good communication skills are important for both types of telephone banking.
Someone who wants to become a telephone banker usually needs to complete a short training course to become familiar with an organization. This can be followed by making calls under supervision for further training and eventually calling the bank independently. It is important to be aware that this term can refer to two different careers. Telephone bankers assist bank customers over the telephone when they have questions and concerns. Another type of phone bank is used in advertising and political campaigns to get votes and encourage people to support a specific initiative or party.
In the case of telephone banking, the bank usually offers a seminar to familiarize people with policies and procedures. Once someone becomes a phone banker, there may be scripts to follow in customer interactions to ensure consistency. The job may involve handling confidential information and, as a result, it may be necessary to pass a background check. Also, there are no specific requirements, although it might help to have experience in the financial sector, and a degree in a subject such as communications could be beneficial.
Phone bankers need to be able to resolve customer service issues quickly and properly. While training to become a telephone banker, employees learn about the different situations that can arise and the various options for resolving them. For example, a bank may have a late fee waiver policy upon request if a customer has a good track record and makes a genuine mistake with an invoice. Likewise, escalation of calls to supervisors may be necessary for more complex issues that the telephone banker cannot resolve.
Political telephone banking often requires completing a short course for organization, but not always. Some people work as volunteer telephone bankers. They can start phone banking by going to a website to access phone numbers and a script to use when calling. Someone who wants to become a telephone banker as a profession might find it helpful to obtain a degree in politics and have experience with campaigns. This can help with applying for job openings.
Being kind and having good communication skills can be important for anyone making political connections. Parties and causes want their representatives to make a positive impression on voters. Training to become a phone banker can include discussions on how to handle abusive calls or situations where voters are hostile, to defuse these situations quickly and resolve the call to move on to the next task.
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