Branch Service Partner

Job Description

Branch Service Partner - (RIB0000XH)

Description

1. Account Opening & Maintenance:

ü Run the processes for account opening, account maintenance & account closure related formalities as per YBL process

ü Handle customers’ enquiries and instructions, whilst ensuring that the Bank’s delivery standards are met in achieving total customer satisfaction. e.g. timely checking of account opening documentation, opening of Accounts etc.

ü Ensure adherence to process & documentation standards (e.g.,forms/checklists, welcome calling, approvals, etc.)

ü Ensure pro-active & sustained liaison with NOC, Product, Sales RM, etc. where required

ü Maintain strict vigilance on the quality of forms and documentation provided

ü Ensure timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals.

2. Transactions Related:

ü Ensure proper scrutiny of all transactional documents submitted by the customer vis-à-vis branch checklist to ensure all that all necessary documents are submitted by the customer.

ü Address all transaction related enquiries i.e. pre, during & post transaction processing & escalations

ü Ensure strong monitoring of all transactions

3. Service & Quality:

ü Ensure that all people, process, data & systems in the branch are well attended to deliver consistent & superior levels of service to all customers.

ü Ensure that adequate records & data pertaining to customer queries and complaints is maintained & analysed for achieving greater process efficiency

ü Ensure daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence.

ü Play a pro-active role in new products, processes or systems roll out impacting the clients

ü Coordinate with relationship managers and meet / interact with key clients on a periodic basis to stock take on service levels and customer satisfaction.

ü Ensuring collection of CSS forms on periodic basis and sent to NOC.

ü Implementation of 5S, ISO 9001:2000, Six Sigma standards & meet/exceed set quality parameters conforming to the standards.

4. Audit & Compliance:

ü Responsible to follow all process, policies as per guidelines & audit rating of the branch

ü Ensure comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective

ü Attend to any audit findings and resolve them immediately as applicable

Qualifications

Education:

ü Graduate, (Post Graduate preferred)

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