Greeting from HDFC Bank!!
We have urgent opportunity of Welcome Desk (CEE) based across Bangalore
Sadahalli
Note: Candidates having 1+ years experience in Branch Banking Operations need to apply.
Interested candidates directly walk-in at Interview Venue :
HDFC Bank Site-97, Katha No. -211 , Vinaya
Date:
Time
Contact Person : Mr. Raghavendra Bhajantari (Cluster Head)
Job Name : PB- Welcome Desk Retail Branch Banking
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 DBCs
- 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..
Interested candidates directly walk-in at Interview Venue :
HDFC Bank Site-97, Katha No. -211 , Vinaya
Date:
Time
Contact Person : Mr. Raghavendra Bhajantari (Cluster Head)
Warm Regards,
Abhai Srivastava
Talent Acquisition Partner RBB South2
abhaikumar.srivastava@hdfcbank.com
