Job Description

Description

 
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.

 

Qualifications

 
KNOWLEDGE
Minimum Qualifications
  • Bachelor’s degree
Professional Certifications
  • AMFI/NCFM/IRDA/JAIIB/CAIIB & such relevant certifications will be an added advantage
Language Skills
  • Written and spoken English is essential
EXPERIENCE
Years of Experience
  • A minimum of 1 year of relevant experience
Nature of
Experience
  • Prior experience in BFSI Sector

 
 
Dwarka  
Ground Floor and Second Floor Pankaj Central Plaza

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