ü Run the processes for account opening, account maintenance & account closure related formalities as per YBL process
ü Handle customers’ enquiries and instructions, whilst ensuring that the Bank’s delivery standards are met in achieving total customer satisfaction. e.g. timely checking of account opening documentation, opening of Accounts etc.
ü Ensure adherence to process & documentation standards (e.g.,forms/checklists, welcome calling, approvals, etc.)
ü Ensure pro-active & sustained liaison with NOC, Product, Sales RM, etc. where required
ü Maintain strict vigilance on the quality of forms and documentation provided
ü Ensure timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals.
2. Transactions Related:
ü Ensure proper scrutiny of all transactional documents submitted by the customer vis-à-vis branch checklist to ensure all that all necessary documents are submitted by the customer.
ü Address all transaction related enquiries i.e. pre, during & post transaction processing & escalations
ü Ensure strong monitoring of all transactions
3. Service & Quality:
ü Ensure that all people, process, data & systems in the branch are well attended to deliver consistent & superior levels of service to all customers.
ü Ensure that adequate records & data pertaining to customer queries and complaints is maintained & analysed for achieving greater process efficiency
ü Ensure daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence.
ü Play a pro-active role in new products, processes or systems roll out impacting the clients
ü Coordinate with relationship managers and meet / interact with key clients on a periodic basis to stock take on service levels and customer satisfaction.
ü Ensuring collection of CSS forms on periodic basis and sent to NOC.
ü Implementation of 5S, ISO 9001:2000, Six Sigma standards & meet/exceed set quality parameters conforming to the standards.
4. Audit & Compliance:
ü Responsible to follow all process, policies as per guidelines & audit rating of the branch
ü Ensure comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective
ü Attend to any audit findings and resolve them immediately as applicable
ü Maintain highest levels of discipline (punctuality, attendance, grooming standards etc) in the office
ü Ensure timely escalation of issues that is impacting business and possible solutions to address the concerns to the BSDL.
ü Manage Local Vendors /agency relationships to ensure smooth execution of transaction
ü Responsible for Branch upkeep & maintenance and control over the cost
ü Must be thorough with banking processes, regulations & guidelines across
ü retail products.
ü Comply with bank policies and procedures to ensure safety and security of bank’s and customer’s assets
ü Graduate, (Post Graduate preferred)
ü AMFI/NCFM/IRDA/JAIIB/CAIIB & such relevant certifications will be an added advantage
ü 1-6 years of work experience in Banking or Financial Services
Other Aspects / Skills:-
ü Should be very proficient with use of Banking Software Systems
ü Should score at least 6 on 10 in proficiency with MS Excel and Communication skills
ü Overall Personality Must be Good & befitting the stature of the role
ü Must be a person who has strong sense of personal accountability, takes initiative & has tremendous positive energy/enthusiasm
ü Ability to balance various priorities & accomplish multiple tasks in parallel