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1. Account Opening & Maintenance:
✓ Run the processes for account opening, account maintenance & account closure related formalities as per YBL process
✓ 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.
✓ Ensure adherence to process & documentation standards (e.g.,forms/checklists, welcome calling, approvals, etc.)
✓ Ensure pro-active & sustained liaison with NOC, Product, Sales RM, etc. where required
✓ Maintain strict vigilance on the quality of forms and documentation provided
✓ Ensure timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals.
2. Transactions Related:
✓ 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.
✓ Address all transaction related enquiries i.e. pre, during & post transaction processing & escalations
✓ Ensure strong monitoring of all transactions
3. Service & Quality:
✓ Ensure that all people, process, data & systems in the branch are well attended to deliver consistent & superior levels of service to all customers.
✓ Ensure that adequate records & data pertaining to customer queries and complaints is maintained & analysed for achieving greater process efficiency
✓ Ensure daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence.
✓ Play a pro-active role in new products, processes or systems roll out impacting the clients
✓ Coordinate 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.
4. Audit & Compliance:
✓ Responsible to follow all process, policies as per guidelines & audit rating of the branch
✓ Ensure comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective
✓ Attend to any audit findings and resolve them immediately as applicable
5. Others:
✓ Maintain highest levels of discipline (punctuality, attendance, grooming standards etc) in the office
✓ Ensure timely escalation of issues that is impacting business and possible solutions to address the concerns to the BSDL.
✓ Manage Local Vendors /agency relationships to ensure smooth execution of transaction
✓ Responsible for Branch upkeep & maintenance and control over the cost
✓ Must be thorough with banking processes, regulations & guidelines across
✓ retail products.
✓ Comply with bank policies and procedures to ensure safety and security of bank’s and customer’s assets
✓ Graduate, (Post Graduate preferred)
✓ AMFI/NCFM/IRDA/JAIIB/CAIIB & such relevant certifications will be an added advantage