Customer Service Executive/Service Relationship Manager

Role & responsibilities

• Ensure NTB relationships of SME are engaged in a timely manner which will deepen wallet share & ensure quick activation.
• Report all Suspicious Transactions to regional head and head customer experience
• Maximise customer satisfaction, retention and cross sell opportunities by maintaining Top Of the Class service standards in all client interactions (both internal clients and external clients).
• Maintain high level of knowledge across Cash Management Products, Trade Products. Is expected to possess a good understanding of banking operating modules and should also be well versed with FEMA guidelines.
• Ensure customer concerns and complaints are satisfactorily resolved within the committed timelines.
• Responsible for managing face to face interactions with walk-in customers at the counter and initiate telephonic interactions with other key influencers and stake holders towards superior service delivery.
• Coordinate with Trade Operations / Service Desk for all queries relating to L/C’s, Guarantees, Buyers Credit etc.. and so also on other Cash Backed Products.
• Ensure the customer transactions as processed by operations as per laid down operating procedures and with strict adherence to the laid down TAT’s.
• Comply with all internal process and compliance guidelines.

Preferred candidate profile

• Minimum 2 to 3 years of customer’s service experience in banking / financial services industry.
• Prior experience of banking and financial services will be preferable and an added advantage.