Client Service Analyst

• Provide Service and Operations support to the branch customers of the region.
• Ensure that DB standards with respect to Customer Service, Compliance, Operations and Corporate Security are adhered to.
• Ensure total compliance of all regulatory and compliance guidelines (both internal and external).
• Single point contact for Branch Operations and Service of the region.
• Operations Representative at the region

Your key responsibilities

• Supervise all Branch Customer service related activities at the region.
• Ensure that all branch transactions are processed accurately and timely.
• Responsible for maintaining customer complaints/request records at the branches.
• Responsible for Overall Customer Service at the branch. Measured through:
• Customer complaints pertains to the branch.
• Service Request Pending.
• Other source of information such as customer service survey.

Business Support:

• Source leads/referrals from walk-in/existing customers and minimize time lag between referral & closure of business.
• Ensure achievement as per Service Score Card on deepening the non qualified customers through customer contact management.
• Structured service call for all the new to bank customers and qualified/non qualified customer base.

Operations and Controls:

• Manage all operations related activities at the region
• Gate keeping for account opening, Demat account opening, Insurance and Investment forms.
• Suspense Account Monitoring.
• Daily Report Monitoring.
• KYC Regularization and KYC Renewal monitoring.
• Minimize /control Ops Loss.
• Conduct training for Sales/Frontline staff on KYC and other key operational processes.
• Dissimilation of Key Operational circulars to the front office staff.
• Responsible for ensuring Fee/Charges from customers are levied for transactions processed at the branches and any exceptions are reported.
• Ensure satisfactory audit rating in all internal as well as external audits.
• Ensure that all branch transactions are processed accurately and timely.
• Training and Development of Operations and Service Resources
• Ensure proper tracking, responses and closures of all Customer Complaints within the committed TAT's.

Your skills and experience

• Should have an experience of at least 15 years in the Banking Industry wrt to Customer Service and Banking operations
• Should possess the skill sets to handle customer queries and complaint resolution and keep upto customer commitments
• Should be well versed knowledge on Banking processes pertaining to day to day operations and rules
• Strong inter-personal skills and leadership ability, which encourages and promotes enthusiasm and team spirit