Customer Relationship Officer

• 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 query are attended to and resolved in an efficient manner and within stipulated Turn Around Time (TAT)
• Recording complaints as per the specified process
• Ensure that complaints are resolved quickly and avoid the situation where it may get escalated
• Improve customer communication on closures through scripts & mails
• Preventive complaint management
• Asking for feedback from customers, who may not be complaining
• 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
• Any other pending documents/information are to be updated
• Ensure that correct product information is disseminated
• Responsibility of processing customer instructions within the said TAT
• Ensure that the schedule of fees and services are followed and ensuring no revenue leakage to the Bank

• 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
• Passbook printing as and when required
• Ensure NTB lead generation as per productivity targets provided by the Bank

Deepening of mapped customer portfolio as per benchmarks provided by the Bank.

Preferred candidate profile

• Minimum a Bachelor's degree
• Basic banking product knowledge will be essential
• Those having previous work experience may be preferred
• Strong listening skills and patience to work with customers and understand their needs
• Ability to demonstrate positive attitude, adaptability, flexibility and punctuality
• Highly professional and positive attitude and ability to deliver customer-focused service
• Should be good team player with proper interpersonal skills
• Should possess sales and influencing skills
• Good communication skill in Hindi, English and a local language
• Knowledge of competition will be an advantage