Customer Relationship Officer and Teller

Job Description

Job Role: Customer Relationship Officer. Employment Type: Permanent Location: Respective Branches Level: Executive/AM/DM Reporting: Branch Manager Role: The position is responsible for providing high quality service and query resolution to the customers of the bank, proactively and convert service opportunity into a sales opportunity. The position shall ensure that all services and operations are carried out within stipulated norms and regulations so that the customers can avail services through multiple channels saving them time and effort and giving them proper service and ensuring repeat business. Key Responsibilities: • Ensure that customer information is communicated to the respective customer only • Ensure that upon written request and verification of the signature the account information is provided • Ensure that the customer queries are attended to and resolved in an efficient manner and within stipulated Turn Around Time (TAT) • Recording complaints as per the specified process and ensure that complaints are resolved quickly and avoid the situation where it may get escalated • Improve customer communication on closures through scripts & mail and asking for feedbacks. • Understand and comply with requirements of all relevant policies of the bank including full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements • Ensure that customer contact details are updated PAN, Address, Phone and email. • Ensure that correct product information is disseminated • Ensure that all reports are collected and delivered to the Custodian of Deliverable viz., Welcome Kit, Cheque Book, ATM/Debit cards, Tatkal Kits. As a custodian, ensure . That the laid down process for returned welcome kits is followed . That the customers are informed in case the deliverable got return & To maintain low deliverable stock and to reconcile deliverables and acknowledge E-RoD on receipt of the same. . Returned deliverables/deliverables with insufficient address ought to be handled as per the process to ensure reprocessing and curing of returned instructions, forms sent from CPU . Reduce holding volumes of deliverables/returned deliverables . Ensure proper record of destruction of deliverables is maintained • To handle balance enquiries/ brief transaction queries/ statement or balance confirmation certificate issuance to customers (however to ensure customers are migrated to DBC) • To process stop payment and passbook printing as and when required Experience and Skills Required: • A bachelors degree, preferably with a master's degree in Management • Basic banking product knowledge will be essential • Minimum 2-4 years of work experience with sales and influencing skills • Ability to demonstrate positive attitude, adaptability, flexibility and punctuality • Should be good team player with proper interpersonal skills • Good communication skill in Hindi, English and a local language and Basic computer literacy is a must