Role/Job Title
Banker - Customer Experience
Place of work
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Geographic Coverage
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Business
Retail Banking
Function/ Department
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Job Purpose
(Describe the contribution of the Job to the Organization & Functional unit in max 2 or 4 lines)
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 engagment, customer service, operations, liability build up, cross sales at the designated branch and ensure regulatory requirements.
Roles & Responsibilities
Key / Primary Responsibilities of the Role - List the primary deliverables
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 - List the deliverables other than primary, but essential for the role
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