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
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