Personal Banker

Role & responsibilities

• Processes account opening, account maintenance & account closure related formalities as per YBL process
• Handles customers enquiries and instructions, whilst ensuring that the Banks delivery standards are met in achieving total customer satisfaction. e.g. timely checking of account opening documentation, opening of Accounts etc.
• Ensures adherence to process & documentation standards (e.g. forms/checklists, welcome calling, approvals, etc.)
• Ensures pro-active & sustained liaison with NOC, Product, Sales RM, etc. where required
• Maintains strict vigilance on the quality of forms and documentation provided
• Ensures timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals. Transactions:
• Ensures proper scrutiny of all transactional documents submitted by the customer vis--vis branch checklist to ensure all that all necessary documents are submitted by the customer.
• Addresses and resolves all transaction related enquiries
• Ensures strong monitoring of all transactions Service & Quality:
• Ensures that adequate records & data pertaining to customer queries and complaints is maintained & analyzed for achieving greater process efficiency
• Ensures daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence.
• Coordinates with relationship managers and meet / interact with key clients on a periodic basis to stock take on service levels and customer satisfaction.
• Ensuring collection of CSS forms on periodic basis and sent to NOC.
• Implementation of 5S, ISO 9001:2000, Six Sigma standards & meet/exceed set quality parameters conforming to the standards. Audit & Compliance:
• follows all process, policies as per guidelines & audit rating of the branch
• Ensures comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective
• Attends to any audit findings and resolves them immediately as applicable Others:
• Maintains highest levels of discipline (punctuality, attendance, grooming standards etc.) in the office
• Ensures timely escalation of issues that is impacting business and possible solutions to address the concerns to the DBM.
• Manages Local Vendors /agency relationships to ensure smooth execution of transaction • Completes Branch upkeep & maintenance and control over the cost.

People Management or Self-Management

Responsibilities

• Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are monitored and achieved during the course of the year.
• Takes ownership of his/her own learning agenda by identifying development needs in consultation with the reporting manager and working towards bridging the gaps through various means which go beyond just training.
• Understands the competencies relevant to his/her role and works towards displaying as well as developing these effectively.
• Keeps abreast of relevant professional/industry developments, new techniques and current issues through continued education and professional networks.

Risk and Internal Control

Responsibilities

• Follows risk policy and processes to mitigate the operational, regulatory, financial, informational, reputational and audit risks as instructed by the departmental manager.
• Executes the established internal control systems and compiles relevant information for departmental audits, as necessary.