Job Description
Roles and Responsibilities
Job Purpose
To work jointly with PBG Relationship Manager to fulfill all customer service requirements pertaining to Banking and to maintain the highest standards of service quality to ensure customer delight
Key Responsibility Areas :
Activities
Weightage
Customer Management
(25%)
Service Requirements
- Ensure that all the client requirements for banking services are met
- Liaise with other internal teams for an end to end resolution of client service requirements
- Processing clients financial and non-financial transactions pertaining to Banking within the defined time frame / required timeline
- Coordinate with support teams to fulfill service requirements like statements, etc for Banking and Demat / Trading Accounts
Customer Engagement
- Minimum 1 Customer per RM to be met in person every month through joint meeting with the RM and the same to be updated in CRM by Banking RM. The customer for this meeting to be identified by RM / RH jointly.
- 100% Customers to be engaged telephonically once every quarter with a specific focus on CASA Value Build-up, Service Requirements, and Cross-sell of penetration products. The same has to be updated in CRM by Banking RM.
- In case of client transfer from one PBG RM to another PBG RM, Banking RM to connect with the customer to confirm that the handover has been completed by the new RM and send email to the customer with new RM details.
10%
15%
Product Penetration
(40%)
Liability Value Build-up
- Banking RMs to support Liability Value Build-up through Ask for Money” calls during their quarterly customer engagement to ensure that the cumulative Liability Targets of their managed RMs are achieved
Cross-Sell Objective
- Seek 2 References per month from customers for NTB / Asset opportunities
- Ensure 2 New / Upgrade Credit Card sourcing per month
Portfolio Quality Objective
- Ensure < 5% Groups with No Family Accounts (CTG – 1) across all groups managed by RMs assigned
- Ensure NIL Band 1 / 2 Groups across all groups managed by RMs assigned
- Ensure < 10% Imperia In-eligible Groups across all groups managed by RMs assigned
- Ensure the Right Variant of Debit Card / Credit Card / Forex Card is available with the customer
15%
15%
10%
Qualitative Parameters
(15%)
- Process adherence as defined in Gyaanline, Circulars, PBG Manual including keeping informed on the updated processes including key register, unprocessed transactions, etc
- NIL Customer Complaint pertaining to service requirement
- Exception Resolution within the defined timeframe to ensure NIL Audit exceptions
- Daily End of Day update to Regional Head on unprocessed transactions held by the Service RM along with the reason and timeline for resolution
15%
Relationship Manager Support
(20%)
RM Support
- Back-up for RM for Lead Creation in CRM for Asset / Liability and processing of email instruction for investments basis email indemnity process in case the RM is not available to execute the same
- Track and monitor Account Opening Requests and Service Requests to ensure the same are processed along with resolution jointly with RM on any exceptions raised – A/c Opening within defined TAT
- Support RM in any specific business drives to achieve RM scorecard/management objectives
Hygiene Parameters
- Ensure 100% Re-KYC Completion jointly with RM to fulfill the regulatory requirement
- Ensure Email / Mobile / PAN and other critical details updated for 100% of customers
- < 5% FTNR across all service requests processed
Desired Candidate Profile
Having excellent communication skills
Perks and Benefits
Best in the Industry