Banker-Customer Experience

Role/Job Title - Banker-Customer Experience

Business - Retail Banking

Function/ Department: 'Branch Banking

Job Purpose

The role entails providing best in-class customer service to become their banking partner of choice through efficient and cost-effective customer engagement. The role bearer would be responsible for client engagement, customer service, operations, liability build up, cross sales at the designated branch and ensure regulatory requirements.     

Roles & Responsibilities

• Daily customer engagement on assigned customer portfolio for CA/SA/TD build up, Asset & Wealth cross sell.
• Deliver business target assigned as per performance score card.
• Giving the client need based product solutions and in the process aligning client requirements with business specifics.
• Assessing customer propensity and ensuring higher product penetration per relationship.
• Referencing for more business from existing customers.
• Responsible for creating a customer-focused approach for quick resolution of all queries and complaints.
• Ensuring adherence to banking regulation & policies pertaining to Anti Money laundering, know your customer (KYC), Data & Information security etc.
• Assist in closure of all observations on audit report

Secondary Responsibilities:

- Perform audit and ensure compliance to internal and external regulations and guidelines
- Provide best in-class customer service to become their banking partner of choice

Key Success Metrics      

CA/SA/TD build up, Share of customer wallet, Product Cross Sell targets, Performance score card.

Qualifications  

Graduate - Any discipline

Post-Graduate - MBA preferred

Experience

Minimum Number of Years - 3-6 years of relevant experience in Banking

Functional Area - Retail Liabilities