Personal Banker

Purpose of the role

To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.

Accountabilities

• Collaboration across multiple digital channels to personalise each interaction with a

customer.

• Enhancing the bank's digital capabilities when current technology is identified as not yet

ready to support.

• Provision of exceptional customer service to clients by responding to inquiries, resolving

issues and handling client requests efficiently.

• Support the collaboration of internal stakeholders including sales, operational, and risk

management teams to meet client needs and expectations, so that transactions are

executed accurately and on time.

• Support teams within the business operations function as needed, including risk

management, compliance and collections.

• Comply with all regulatory requirements and internal policies related to customer care.

• To provide resolutions for customer queries/issues and personalise each interaction through

the use of multiple communication channels.

Analyst Expectations

• Execute work requirements as identified in processes and procedures, collaborating with

and impacting on the work of closely related teams.

• Check work of colleagues within team to meet internal and stakeholder requirements.

• Provide specialist advice and support pertaining to own work area.

• Take ownership for managing risk and strengthening controls in relation to the work you

own or contribute to. Deliver your work and areas of responsibility in line with relevant

rules, regulation and codes of conduct.

• Maintain and continually build an understanding of how all teams in area contribute to the

objectives of the broader sub-function, delivering impact on the work of collaborating

teams.

• Continually develop awareness of the underlying principles and concepts on which the work

within the area of responsibility is based, building upon administrative / operational

expertise.

• Make judgements based on practise and previous experience.

• Assess the validity and applicability of previous or similar experiences and evaluate options

under circumstances that are not covered by procedures.

• Communicate sensitive or difficult information to customers in areas related specifically to

customer advice or day to day administrative requirements.

• Build relationships with stakeholders/ customers to identify and address their needs.

All colleagues will be expected to demonstrate the Values of Respect, Integrity, Service,

Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will

also be expected to demonstrate the Mindset – to Empower, Challenge and Drive – the

operating manual for how we behave.

Step into the role of Personal Banker where you will play a pivotal role to manage

operations within a business area and maintain processes, risk management initiatives and compliance with relevant regulators. You will take ownership of your work, ensuring it aligns with

the relevant rules & regulations, and codes of conduct.

To be successful as a Personal Banker, you should have below critical skills.

• Excellent Customer service.

• Strong experience in International contact center.

• Communicate sensitive or difficult information to customers in areas related specifically to

customer advice or day to day administrative requirements.

• Build relationships with stakeholders/ customers to identify and address their needs.

• Make judgements based on practice and previous experience.

You may be assessed on provision of exceptional customer service to clients by responding to

inquiries, resolving issues and handling client requests efficiently. key critical skills relevant for

success in role, such as change and transformation, business acumen, strategic thinking , as well as job-specific technical skills.

This role is based out of Pune.