Personal Banker Role - Ozar Location

Core Responsibilities

Account Opening & Maintenance:

• Processes account opening, account maintenance & account closure related formalities as per YBL process
• Handles customers enquiries and instructions, whilst ensuring that the Banks delivery standards are met in achieving total customer satisfaction. e.g. timely checking of account opening documentation, opening of Accounts etc.
• Ensures adherence to process & documentation standards (e.g., forms/checklists, welcome calling, approvals, etc.)
• Ensures pro-active & sustained liaison with NOC, Product, Sales RM, etc. where required
• Maintains strict vigilance on the quality of forms and documentation provided
• Ensures timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals.

Transactions:

• Ensures proper scrutiny of all transactional documents submitted by the customer vis- -vis branch checklist to ensure all that all necessary documents are submitted by the customer.
• Addresses and resolves all transaction related enquiries
• Ensures strong monitoring of all transactions

Service & Quality:

• Ensures that adequate records & data pertaining to customer queries and complaints is maintained & analyzed for achieving greater process efficiency
• Ensures daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence.
• Coordinates with relationship managers and meet / interact with key clients on a periodic basis to stock take on service levels and customer satisfaction.
• Ensuring collection of CSS forms on periodic basis and sent to NOC.
• Implementation of 5S, ISO 9001:2000, Six Sigma standards & meet/exceed set quality parameters conforming to the standards.

Audit & Compliance:

• follows all process, policies as per guidelines & audit rating of the branch
• Ensures comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective
• Attends to any audit findings and resolves them immediately as applicable

Others:

• Maintains highest levels of discipline (punctuality, attendance, grooming standards etc) in the office
• Ensures timely escalation of issues that is impacting business and possible solutions to address the concerns to the BSDL.
• Manages Local Vendors /agency relationships to ensure smooth execution of transaction
• Completes Branch upkeep & maintenance and control over the cost

Self-Management Responsibilities

• Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are monitored and achieved during the course of the year.
• Takes ownership of his/her own learning agenda by identifying development needs in consultation with the reporting manager and working towards bridging the gaps through various means which go beyond just training.
• Understands the competencies relevant to his/her role, and works towards displaying as well as developing these effectively.
• Keeps abreast of relevant professional/industry developments, new techniques and current issues through continued education and professional networks.

Risk and Internal Control Responsibilities

• Follows risk policy and processes to mitigate the operational, regulatory, financial, informational, reputational and audit risks as instructed by the departmental manager.
• Executes the established internal control systems and compiles relevant information for departmental audits, as necessary.

SECTION IV: KNOWLEDGE & EXPERIENCE KNOWLEDGE Minimum Qualifications

• Bachelors degree

Professional Certifications

• AMFI/NCFM/IRDA/JAIIB/CAIIB & such relevant certifications will be an added advantage

Skills

• Written and spoken English is essential

EXPERIENCE

Years of Experience

• A minimum of 1 year of relevant experience

• Customer Focus
• Listens to and demonstrates an understanding of customers stated needs
• Delivers customer value through timely and quality execution
• Develops an understanding of problems and employs existing or new methods to find solutions
• Professional Entrepreneurship
• Takes proactive and constructive action at work with little or no direction from others
• Displays responsibility for problems, initiatives and tasks that lie within the domain of own role
• Drive for Results
• Seeks to understand the rationale for key decisions and understands implications for own role/ actions
• Displays a sense of urgency to deliver outcomes as per stated timelines
• Reacts to challenges by displaying an optimistic demeanor
• Influence and Impact
• Uses simple persuasion techniques to achieve the desired result / action / commitment from others
• Responds to stated requirements of internal/ external stakeholders by keeping a solution oriented mindset
• Quality Focus
• Ensures adherence to quality standards in work/service delivery, identifies opportunities for improvement in routine course of work
• Adheres to laid down systems, procedures and identifies opportunities to enhance efficiency in own sphere of work through incremental improvement

TECHNICAL COMPETENCIES Technical

• Knowledge of banking operations and regulatory guidelines
• Risk Management
• Service Excellence
• Audit & Compliance