Personal Banker

Job Purpose:

• To acquire new Classic customers and manage the Classic portfolio by deepening and retaining relationships.
• Cross-sell suitable products and services as per customer profile and need.
• Enhance wallet share and become the customer's primary banker.

Job Responsibilities

1. Sales

• Maintain Daily Sales Report.
• Conduct CH 106 and CH 104 calling.
• Ensure quality acquisition of SA and CA (Resident/Non-Resident) through various channels:
• Walk-ins
• Referrals
• Friends & Associates
• Family Members
• Deepen relationships by cross-selling sticky products (e.g., Demat, Bill Pay, Advisory).
• Control attrition by renewing FDs and proactive customer engagement.
• Cross-sell Credit Cards, Mutual Funds, Insurance, RBI Bonds.
• Enhance usage of Credit Cards, including add-on cards.
• Ensure all new accounts are activated within defined timelines.
• Leverage Data Mine and analytics for effective cross-sell and up-sell.

2. Portfolio Management

• Manage and retain a benchmark number of customers in the Classic portfolio.
• Group customers with family members to enhance CTG (Customer to Group) ratio.
• Ensure IPGH (Income-Generating Product Group Holding) targets are met.
• Improve customer bands and enhance values in each group.
• Regularly update CRMNext for every customer interaction.
• Upgrade eligible customers to Classic Portfolio proactively.
• Use CRM tools for pre-call planning and post-call review.
• Achieve income plans, benchmarks, and product sales targets.

3. Customer Engagement

• Understand and profile customer business needs.
• Contact customers regularly to resolve issues and explore new needs.
• Follow up on large account movements and prevent attrition.
• Act on marketing analytics and triggers for proactive retention.
• Call and retain customers who transfer salary accounts to other banks.
• Ensure active engagement with dormant or inactive customers.
• Maximize wallet share by identifying and targeting all banking relationships.

4. Customer Service

• Ensure high-quality service delivery.
• Log and resolve complaints within TAT.
• Maintain proper communication and document closures.
• Promote usage of direct banking channels (NetBanking, Mobile App, etc.).
• Provide help to customers registering for digital banking channels.
• Ensure account opening is completed within TAT.

5. Operations

• Ensure all documentation and forms are accurate and complete.
• Comply with KYC norms and operational procedures.
• Maintain locker operations and standing instructions per guidelines.
• Submit daily e-schedule for third-party sales.
• Update CRM with asset leads and weed-out database.
• Adhere to 5-S norms and use Smart Account mode for account opening.

Educational Qualifications

• Graduation:

  Mandatory

• Post-Graduation:

  Preferred

Certifications

• Mandatory:

• NISM V-A Certification
• IRDA Certification

• Optional:

• NCFM Certification
• CAIIB
• GI & Internal Certifications

Key Skills

• Sales & Influencing
• Banking Product & Process Knowledge
• NRI Product and Regulatory Understanding
• Planning & Organizing
• Communication Skills
• Market Awareness & Competitive Knowledge

Experience Required

• Minimum:

  1 year

• Preferred:

  Banking or financial services exposure

Key Stakeholders

• Customers
• Branch Banking Team
• Operations
• Insurance CAM
• Mutual Fund Houses
• HSL (HDFC Securities) Personnel