a) Run the processes for account opening,account maintenance & account closure related formalities as per YBLprocess.
b) Handle customers’ enquiries andinstructions, whilst ensuring that the Bank’s delivery standards are met inachieving total customer satisfaction.
e.g. timely checking of account openingdocumentation, opening of accounts etc.
c) Ensure adherence to process &documentation standards (e.g. forms / checklists, welcome calling, approvals,etc.)
d) Ensure pro-active & sustainedliaison with NOC, Product, Sales RM, etc. where required.
e) Maintain strict vigilance on the qualityof forms and documentation provided.
f) Ensure timely follow up with Sales RMsof all BUs for resolution of any outstanding deferrals.
a) Ensure proper scrutiny of alltransactional documents submitted by the customer vis-à-vis branch checklist toensure all that all necessary documents are submitted by the customer.
b) Address all transaction relatedenquiries i.e. pre, during & post transaction processing & escalations.
c) Ensure strong monitoring of alltransactions.
a) Ensure that all people, process, data& systems in the branch are well attuned to deliver consistent &superior levels of service to all customers.
b) Ensure that adequate records &data pertaining to customer queries and complaints are maintained for achievinggreater process efficiency.
c) Ensure daily / weekly monitoring& analyses of various data points & reports that have bearing onCustomer Service & process adherence.
d) Coordinate with relationship managersand meet / interact with key clients on a periodic basis to stock take onservice levels and customer satisfaction.
f) Implementation of 5S, ISO 9001 : 2000,Six Sigma standards & meet / exceed set quality parameters conforming to thestandards.
a) Responsible to follow all process,policies as per guidelines & audit rating of the branch.
c) Attend to any audit findings andresolve them immediately as applicable
a) Maintain highest levels of discipline(punctuality, attendance, grooming standards etc) in the office.
b) Ensure timely escalation of issuesthat is impacting business and possible solutions to address the concerns
c) Manage Local Vendors / agency relationshipsto ensure smooth execution of transaction.
d) Responsible for Branch upkeep &maintenance and control over the cost.
e) Must be thorough with bankingprocesses, regulations & guidelines across retail products.
f) Comply with bank policies andprocedures to ensure safety and security of bank's and customer's assets.