Personal Banker
Account Opening & Maintenance:
ü Run the processes for account
opening, account maintenance & account closure related formalities as per
YBL process
ü 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 required
ü Maintain strict vigilance on
the quality of forms and documentation provided
ü 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 &
escalations
ü Ensure strong monitoring of
all transactions
3.
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 efficiency
ü 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 clients
ü 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
+001:2000, 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 branch
ü Ensure comprehensive
compliance with all internal, regulatory and statutory requirements as
relevant for various product and services from a branch perspective
ü Attend to any audit findings
and resolve them immediately as applicable
5.
Others:
ü Maintain highest levels of
discipline (punctuality, attendance, grooming standards etc) in the office
ü 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 transaction
ü Responsible for Branch upkeep
& maintenance and control over the cost
ü Must be thorough with banking
processes, regulations & guidelines across
ü retail products.
ü Comply with bank policies and
procedures to ensure safety and security of bank's and customer's assets