RBB-PB-WD

1. To handle branch queries i.e balance enquiries / clearing of cheque deposits / charges levied to customers account
2. Issuance of Passbook / Statement of Accounts against written customer request and ensuring recovery of charges
3. Non-disclosure of customer information to any bearer / third party.
4. Migrating branch customers to use our wide range of direct banking channels for various requests
5. Ensure that the customer query are attended to and resolve the same in an efficient manner and within stipulated TATs
a. Recording complaints as per the specified process
b. Ensure that complaints do not get escalated
c. Improve customer communication on closures through scripts & mails.
6. Preventive complaint management
a. Asking for feedback from customers on products/services offered by us.
7. Ensure the correct product information is disseminated
8. Contacting customers using the database and thereby increasing the credit card activation/offer Limit Enhancement & Upgrade
9. Providing the customer necessary with necessary forms / Brochures on request
10. Ensure maintenance of queue
11. Effective migration of customers from physical mode to Digital Platform.
12. Ensure that customers avail of our Direct Banking Channels
a. Registering them with various DBCs
b. Giving them demonstration on the usage of the same and input the leads in CRMNext.
c. Actively manage uptime of the Net Banking/ATM kiosks in the branch
d. Carry targets for improving any one DBC penetration exclusive of ATM
13. DBC Penetration and transaction migration financial as well as non-financial
a. Migrate customers to opt for statement delivery through E-mail/Net and diverting customers for email ID updation / landline details updation through Net.
b. CH 126 Calling & updation in portal

C. Sales:

1. Ensure sales targets assigned by the BM/PBA from time to time are achieved
2. Ensure all eligible asset leads are routed through DAP.
a. Ensuring compliance of KYC, identification of customer and communication of product eligibility
b. Ensure that a higher cross sell conversion is achieved through the above calling.
c. Booking of FD / RD Online
3. Generate sales leads for the branch
4. Providing Demos to customers on payment using Pay Zapp, Purchase through Smart Buy
5. Calling Band 1 and 2 customers: Band 1 and 2 to be called with a view to:
a. Increase the balances thereby improving their banding
b. Cross selling income generating product which can give us adequate revenue thereby moving the customers to Band 3
c. Concentrating on customers who have a CNR of between 900 1000 and targeting them for improving the banding
d. Escalating to PB Auth / BM cases where the banding improvement is not possible / customer not co-operating for further measures