1. Account Opening & Maintenance: |
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. |
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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 |
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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. |
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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 |
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5. Others: |
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 |