Account Opening & Maintenance : a) Run the processes for account opening, account maintenance & accountclosure related formalities as per YBL process.
b) Handle customers’ enquiries and instructions, whilst ensuring that theBank’s delivery standards are met in achieving total customer satisfaction.
e.g. timely checking of account opening documentation, opening ofaccounts etc.c) Ensure adherence to process & documentation standards (e.
g.,forms / checklists, welcome calling, approvals, etc.)d) Ensure pro-active & sustained liaison with NOC, Product, Sales RM, etc.
where required.e) Maintain strict vigilance on the quality of forms and documentationprovided.f) Ensure timely follow up with Sales RMs of all BUs for resolution of anyoutstanding deferrals.
2. Transactions Related : a) Ensure proper scrutiny of all transactional documents submitted by thecustomer vis-à-vis branch checklist to ensure all that all necessarydocuments are submitted by the customer.
b) Address all transaction related enquiries i.e. pre, during & post transactionprocessing & escalations.c) Ensure strong monitoring of all transactions.
3. Service & Quality : a) Ensure that all people, process, data & systems in the branch are wellattuned to deliver consistent & superior levels of service to all customers.
b) Ensure that adequate records & data pertaining to customer queries andcomplaints are maintained for achieving greater process efficiency.
c) Ensure daily / weekly monitoring & analyses of various data points &reports that have bearing on Customer Service & process adherence.
d) Coordinate with relationship managers and meet / interact with keyclients on a periodic basis to stock take on service levels and customersatisfaction.
e) Ensuring collection of CSS forms on periodic basis and sent to NOC.f) Implementation of 5S, ISO 9001 : 2000, Six Sigma standards & meet / exceedset quality parameters conforming to the standards.
c) Attend to any audit findings and resolve them immediately as applicable5. Others : a) Maintain highest levels of discipline (punctuality, attendance, groomingstandards etc) in the officeb) Ensure timely escalation of issues that is impacting business and possiblesolutions to address the concernsc) Manage Local Vendors / agency relationships to ensure smooth executionof transaction.
d) Responsible for Branch upkeep & maintenance and control over the cost.e) Must be thorough with banking processes, regulations & guidelines acrossretail products.
f) Comply with bank policies and procedures to ensure safety and security ofbank's and customer's assets
Graduation (Post Graduate preferred) AMFI / NCFM / IRDA / JAIIB / CAIIB & such relevant certifications will bean added advantage.