Personal Banker

ROLE SUMMARY

The role holder is responsible for providing high levels of service quality to YBL account holders and ensure all customer enquiries and instructions are met satisfactorily. The incumbent must possess strong knowledge of banking operations, processes and regulatory guidelines. The role holder should be able to close all transactions effectively within the stipulated TAT’s.

SECTION III: KEY RESPONSIBILITIES/ ACCOUNTABILITIES

Strategic/ Managerial Responsibilities

N / A

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 Bank’s 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-à-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: KEY INTERACTIONS

Key Internal Interactions

Purpose of Interaction

NOC

• Follow up for closure of account processing

OSD

• Follow up for closure of transactions

Key External Interactions

Purpose of Interaction

Existing Customers

§ Engage and address requirements of Key YBL Accountholders

Prospective YBL Customers

• Present the organization in a professional and positive manner to generate interest and capture mindshare