1. Account Opening & Maintenance : ü Run the processes for account opening, account maintenance & account closure related formalities as per YBL processü 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 requiredü Maintain strict vigilance on the quality of forms and documentation providedü 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 & escalationsü Ensure strong monitoring of all transactions3.
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 efficiencyü 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 clientsü 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 branchü Ensure comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspectiveü Attend to any audit findings and resolve them immediately as applicable5.
Others : ü Maintain highest levels of discipline (punctuality, attendance, grooming standards etc) in the officeü 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 transactionü Responsible for Branch upkeep & maintenance and control over the costü Must be thorough with banking processes, regulations & guidelines acrossü retail products.
ü Comply with bank policies and procedures to ensure safety and security of bank's and customer's assets
What is your highest qualification?