Personal Banker Classic (Retail Branch Banking)

JobPurpose
Is responsible for Classic portfolio management by acquisition of new Classic customers and enhancement of the relationship by cross-selling products and services as per the profile & need of the customers. Acquiringfamily accounts and deepening the size of the relationship and retention of the customers by providing the bestpossible services and being the dedicated point of contact for these customers.So thatWe become the primary banker for these Classic relationships and maximize the share of wallet of thesecustomers.JobResponsibilities(JR)ActionableSales Maintain Daily Sales ReportCH 106 and CH 104 Callingo Structured bundled offering of Productsand Services to the customer within thedefined time lineEnsure quality new acquisition on SA and CA forResident/Non Residento Walk Ins o Portfolio o ReferralsFriendsAssociatesFamily members o Attrition controlIncludes persuading the customerto continue and if required renewFDsDeepen by cross selling stickyproducts like Demat, Bill Pay,Advisory.Ensure quality of relationshipwhile flagging. Should be capableof maintaining eligibilityRegular customer contact toestablish needs of the customerand opportunities to cross-sellMonitor large amountmovements and account closurefrom the deposit accounts andensure that customer does notattriteEnsure that the marketinganalytics list on possible attrite, iscalled and retainedPenetration of Saving Accounts on non liabilitycustomers

Propagate the benefits of not being on DNC
registration list in case a non-portfolio customeropts for itUtilizing the sales resources (BDR/COEX) for optimalsales supportPenetration of FD to unique customersUsing Data-mine for cross-sellingSales of various Credit Cardso Activationo Pitch for enhancement of limitso Promote active usage of credit cardsEnsure that the customer avails ofadd-on card for his familymembersSales of Third Party Products to the customerso MF/Insurance/RBI Bondso Ensure that requisite certifications aredone (NISM V-A) Sales of Asset ProductsDisseminating product informationActivation: To ensure that all accounts savings andcurrent account (non ABM branches) opened in themonth are activated as per product definition at theend of the next month. All such accounts to maintainmore than the required AMBActivation of LTD a/cs: To ensure that all LTDaccounts are activated and remain in the same statemonth on month.o Maintain the list of active and inactivecustomers for both CA and SB and engagewith the customers for balance build upand cross sell.o Calling of customers who have nottransacted and know the reasons.o Escalate to BM Product on any change inmarket situation threat from competitiondue to which customers have stoppedoperations.Corporate Salary: Calling on customers who transfertheir salary a/cs to other banks immediately oncredito To ensure such customers are engaged andbrought back to bank foldo To cross sell loan products with other banksfor which such transfer may take placeo To cross sell investments to such customersby which they will tend to maintainbalancesCalling on Large Value Attrition:o Customers who have attrited over a certainvalue (as defined by product) for both

savings and current accounts to be called
and reasons ascertainedo To impress upon customers to make us theprimary bankers and ensure that all fundsare retained.Enhancing customer wallet sizeo Ensuring that customers make us theirprimary bankKnowing about where all thecustomer is currently banking andmoving him to our BankEnsuring that customer scope isdone and products targetedaccordinglySales to family members andassociates (all network) Attrition control of customerso Includes persuading the customer tocontinue and if required renew FDso Monitor large amount movementsaccount closure from the deposit accountsand ensure that customer does not attriteo Ensure that the marketing analytics list onpossible attrite, is called and retained

ManagingClassicPortfolio Manage the benchmark no. of customers in the
portfolio Extend Classic benefits to customers basis identification in eligibility lists/ LTREnsure that individual customers are grouped and Customer To Group (CTG) Ratio is maintained on the portfolioBy grouping them with their family members who already hold accounts with usBy grouping them with their family members post selling liability products to the family members, if they do not have banking relationship with us Ensure that optimal levels of Income generatingProduct Group Holding (IPH) is reachedEnsure that within each customer group a minimum number of stipulated Income Generating products are soldEnsure that the Customer Group profitability is achieved Manage Band 1 and 2 customers and ensure thatthey are moved to Band 3 and aboveEnhance Values within each of the customer groups Online updation of CRMNext at every stage ofcustomer contact on the portfolioProactively raising the eligible customers to the classic portfolio within the prescribed productproduct programmeEnsure that all classic customers within the portfolio are contactedUsage of APT and data in CRM for effective callplanning and review with BH PBA(Pre call planning and post call review )Detailed updation of interaction to be captured inCRM , Tasks/ leads to be created , profiler to beupdated on same day of interaction. Achievementofincomeplansandotherbenchmarkswithinportfolio Ensure that income plans for the month and year areduly met across products Achieving of portfolio level benchmarks of and IPHIncome product to be sold to each group of the portfolio in the year Ensure that the benchmark sales per month is metUsage of netbanking Mobile banking , Billpay , RDFD penetration benchmark to be metCEP to be met as per cycleAll customers to have valid mobile and email address.Customerservices Ensure quality customer service is delivered Recording complaints as per the specified process Resolving all complaints received (self, branch, other units) within the stipulated TATsEnsure appropriate customer communication onclosures & copy of that to be filed. Preventive complaint management Asking for feedback from customers, who may notbe complainingPromoting all direct banking channels and ensuring that the customer is utilizing the sameCheck back on recent customers registered to DBCchannel and give any specific help requiredResponsibility of opening the customer accountwithin the TAT.Operations Ensure certification of documentation required for opening and maintaining customer accounts Error free documentation for all account opening and all customer instructions (Stop payments, FDClosure, etc)Maintaining Tatkal kits as per laid down process As a locker custodian ensure that locker allotmentand all other related operations is as per prescribed processo Includes managing standing instructionsSubmission of daily e-schedule indicating the third party sales doneUpdation of CRM for the asset leads generatedUpdation of weed-out database on the portalEnsure KYC norms are adhered to at all points oftimeEnsure that 5-S norms are adhered to for individualsworkstationOpening of accounts under smart account mode.