Banker-Customer Experience

Job Description Form

Role/Job Title - Banker - Customer Experience

Business - Retail 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 providing customer service, cross-sell and deepening of accounts for a designated branch. The role bearer is responsible for forging effective relationships with customers and ensuring quality customer service is delivered consistently, contributing to achieving larger branch banking channel goals.

Roles & Responsibilities

Key / Primary Responsibilities of the Role - List the primary deliverables

"- 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

- Handle customer 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

Key Success Metrics

Share of customer wallet, Product Cross Sell targets

Qualifications

Graduate - Any discipline

Post Graduate - MBA preferred

Experience

Minimum Number of Years - 1-4 years of relevant experience in Banking or allied Business

Industry - BFSI

Functional Area - Retail Liabilities