Greeting from HDFC Bank!!
We have urgent opportunity of Teller (CCE) / Welcome Desk (CEE) based across Bangalore
Job Locations: Indiranagar Cluster/ BEML Gate Circle
Note: Candidates having 1+ years experience in Branch Banking Operations need to apply.
Job Name PA (Business Unit) :
Job Title :
Business Unit (PA) :
Team :
Reports to (job) :
Role Type:
- Identify high transacting customers and reduce the transactions of these customers
- Identify Depleting customers and control them
- Reduce or improve on Band 1 and Band 2 Customers
- Reduce Band 1 and Band 2 Txns
- Handling of cash receipts and payments and ensuring transactions are carried out within the prescribed TAT without errors
- Cash balancing and Cash bundling
- Processing of Retail FX postings / Gold sales/Pre Paid Cards
- Issuance of DD/ MC (within prescribed TAT)
- Executing of funds transfer/ FD closure / Account Closure
- Processing of Salary Uploads
- Custodian for teller box
- Custodian for cheque drop boxes
- Ensure error free transactions of receipts & payments.
- Retail FX transactions processing.
- Vault Custodian
- Ensure highest level of customer service.
- Ensure that outward clearing process is adhered to.
- ATM custodian.
- Identification of counterfeit cash and ensure adherence of process laid down by the bank
Monitoring
- Monitor large amount movements and report them as per reporting schedule
- If more than 1cr ensure updation on the portal.
- Identification and Closure of TOD accounts on regular basis
- Identification and Closure of High Cheque return customers beyond the threshold.
- All high cash transacting Band 1 & 2 accounts to be marked with a low severity memo, to ensure that cash transactions are not allowed. Such customers to be directed to the BM based on f4 hotkey details.
- Identification of customers regularly visiting the counter and diverting them to Direct Banking Channels, including customers with high cheque returns, non-maintenance of AQB etc.
- Archival back-up
- Local stationery management - Proper Reorder levels / Indent security stationery at appropriate reorder levels.
- Preparation of voucher batch ticket for the day.
- Processing and follow up for admin related bills/ payments
- Periodic exchange of keys lodged with other branch
- Periodic Checking of Vault Register
- Management of clearing/ collection cheques/ FCY cheque collections
- ST35 monitoring.
Job Name : PB- Welcome Desk Retail Branch Banking
Job Title : -CUSTOMER EXPERIENCE EXECUTIVE
Business Unit (PA) : Retail Branch Banking
Reports to (job) :
To provide best in class banking services to our customers.
Providing prompt solution to customer queries/resolution of customer issues within prescribed TAT
Migrating customer requests to various direct banking channels of our bank
Educating customers for using Payment options of our bank
- Ensure satisfactory audit in Welcome desk area of the branch.
- Assisting the branch in meeting their sales target.
Job Responsibilities(JR)
- Custodian of Deliverables at branch i.e, Welcome Kit, Cheque Book, ATM/Debit cards, Tatkal Kits.
As a custodian, ensure
- Customers as per SMS failed report in DMS are contacted to collect their deliverables from branch
- Delivery of deliverables to customers at branch. obtaining necessary id documents of customer / obtaining customer acknowledgement in combined tally cum delivery register
- Ensure Low stock of deliverables are retained at branches
- EOD Stock tally of Physical deliverables held at branch vis--vis stock tally report (DMS)
- Destruction of deliverables which have exceeded their retention period.
- Ensure proper record of destruction of deliverables is maintained
- Ensure proper delivery of retained card to customers keeping the fresh transaction slip and ID proof.
- Proper maintenance of Tax saving FD receipt received at branch and its delivery to customers.
- Ensure FD/RD certificates kept in safe custody inside the FRFC or vault.
- Re ordering of the tatkal kits with appropriate approvals.
- Ensuring tatkal reconciliation in place for fortnightly basis.
- Accepting and processing of customer instructions and requests at branch i.e
- Processing stop payment/ hot-listing requests immediately upon receipt at branch.
- Maintain inward and outward courier register for all deliverables / documents received at branch / dispatched from branch.
- Monitoring and timely indenting of branch stationery (other than security stationery) as required.
- Monitoring of FTS and clearing hold instruction.
- Generating and downloading of all BOD reports / handing over the reports to concerned staff at branch.
- Ensure that 5-S norms are adhered to for individuals workstation.
- Satisfactory audit at Welcome Desk operations
- Updation of all Customer Instructions in FTS.
- Account transfers & Closures with appropriate approvals.
- Updation of all liability leads in CRM next.
- Ensuring LTR & Welcome calling Review report in place on daily basis.
- Updation in ECall back system
- Ensure that any unprocessed instruction will be updated in pending instruction register by EOD
- Ensure Regular knowledge updation is by reading and understanding circulars issued in gyan line.
- Ensure to follow process for Pending customer instructions/forms
Customer Services
- To handle branch queries i.e balance enquiries / clearing of cheque deposits / charges levied to customers account
- Issuance of Passbook / Statement of Accounts against written customer request and ensuring recovery of charges
- Non-disclosure of customer information to any bearer / third party.
- Migrating branch customers to use our wide range of direct banking channels for various requests
- Ensure that the customer query are attended to and resolve the same in an efficient manner and within stipulated TATs
- Recording complaints as per the specified process
- Ensure that complaints do not get escalated
- Improve customer communication on closures through scripts & mails.
- Preventive complaint management
- Asking for feedback from customers on products/services offered by us.
- Ensure the correct product information is disseminated
- Contacting customers using the database and thereby increasing the credit card activation/offer Limit Enhancement & Upgrade
- Providing the customer necessary with necessary forms / Brochures on request
- Ensure maintenance of queue
- Effective migration of customers from physical mode to Digital Platform.
- Ensure that customers avail of our Direct Banking Channels
- Registering them with various DBC’s
- Giving them demonstration on the usage of the same and input the leads in CRMNext.
- Actively manage uptime of the Net Banking/ATM kiosks in the branch
- Carry targets for improving any one DBC penetration exclusive of ATM
- DBC Penetration and transaction migration financial as well as non-financial
- Migrate customers to opt for statement delivery through E-mail/Net and diverting customers for email ID updation / landline details updation through Net.
- CH 126 Calling & updation in portal
- Ensure sales targets assigned by the BM/PBA from time to time are achieved
- Ensure all eligible asset leads are routed through DAP.
- .
- Ensuring compliance of KYC, identification of customer and communication of product eligibility
- Ensure that a higher cross sell conversion is achieved through the above calling.
- Booking of FD / RD Online
- Generate sales leads for the branch
- Providing Demos to customers on payment using Pay Zapp, Purchase through Smart Buy
- Calling Band 1 and 2 customers: Band 1 and 2 to be called with a view to:
- Increase the balances thereby improving their banding
- Cross selling income generating product which can give us adequate revenue thereby moving the customers to Band 3
- Concentrating on customers who have a CNR of between 900 – 1000 and targeting them for improving the banding
- Escalating to PB Auth / BM cases where the banding improvement is not possible / customer not co-operating for further measures.
- Graduation/Post Graduatiom
Certifications:
- NISM- VA
- CAIIB (Optional)
- Internal Certification (SAP Portal)
- IRDA
- POSP
- Banking Product Knowledge
- Planning and Organizing Skills
- Interpersonal Skills
- Sales and Influencing Skills
- Communication
- Knowledge of Competition
Experience Required
- Minimum experience in years – 1 yr
- Exposure to banking preferable
Major Stakeholders
- Customers
- Branch Banking Team
- Operations
- HLIC
- Insurance CAM
- MF Fund houses personnel
- HSL personnel
Note: Candidates having 1+ years experience in Branch Banking Operations need to apply.
