| 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 |
