Service Delivery Ambassador

• Meeter & Greeter for customers walking into the branch
• Attend to quick kill queries and service issues such as (and not limited to)
• All enquiries e.g. interest rates, queries on products & services etc.
• Balance enquiry
• Statement request
• Mini statement & transaction queries
• Passbook updation
• Duplicate FD advices
• Duplicate TDS & Interest Certificate
• Direct banking channels related queries e.g. PIN/password generation, usage of alternate channels
• Manage deliverables held at branches e.g.
• Debit Cards
• Cheque Books
• Returned Welcome Kits
• Returned cheques to be collected by customers
• Reconciliation of deliverables as per the laid down process
• Migrate customers to Internet Banking wherever applicable
• Present a professional and organized approach in interaction with customers provide complete and correct information to customers in the first instance.
• Be up-to-date with knowledge on products & services, KYC/AML requirements, escalation matrix &TATs etc. to be able to service/guide customers efficiently with required details
• Adherence to
• Customer service etiquettes,
• Dress code
• Regulatory guidelines on customer service as provided from time to time
• Availability at the Welcome Desk 15 minutes before start of customer hours
• Clean desk policy
• Hygiene and ambiance standards at the branch
• Highlight trends in customer complaints and issues to BCSM/RSDM in case there are any such trends observed at the Welcome Desk - e.g. incorrect details being provided, non-receipt of statements, erroneous entries and charges, non or inadequate communication provided to customer, non-adherence to commitments
• Ensure all stationery and brochure dispensers are well stacked at the beginning of the day and during the customer hours.
• Ensure nil pendency of customer requests and complaints accepted at the Welcome Desk
• Active usage of R Connect for recording customer engagements
• Manage outward dispatch to NOC & other back offices and inward dispatches to the branch. Ensure timely dispatch and distribution to the concerned
• Cross sell CA, SA, TD, SIP to customers approaching the Welcome Desk