Branch Service Partner

Yes Bank (Ernakulam, KL, India) 53 days ago

Job Description :
1. Account Opening & Maintenance: ü Run the processes for account opening, account maintenance & account closure related formalities as per YBL process ü Handle 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. ü Ensure adherence to process & documentation standards (e.g.,forms/checklists, welcome calling, approvals, etc.) ü Ensure pro-active & sustained liaison with NOC, Product, Sales RM, etc. where required ü Maintain strict vigilance on the quality of forms and documentation provided ü Ensure timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals. 2. Transactions Related: ü Ensure 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. ü Address all transaction related enquiries i.e. pre, during & post transaction processing & escalations ü Ensure strong monitoring of all transactions 3. Service & Quality: ü Ensure that all people, process, data & systems in the branch are well attended to deliver consistent & superior levels of service to all customers. ü Ensure that adequate records & data pertaining to customer queries and complaints is maintained & analysed for achieving greater process efficiency ü Ensure daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence. ü Play a pro-active role in new products, processes or systems roll out impacting the clients ü Coordinate with relationship managers and meet / interact with key clients on a periodic basis to stock take on service levels and customer satisfaction. ü Ensuring collection of CSS forms on periodic basis and sent to NOC. ü Implementation of 5S, ISO 9001:2000, Six Sigma standards & meet/exceed set quality parameters conforming to the standards. 4. Audit & Compliance: ü Responsible to follow all process, policies as per guidelines & audit rating of the branch ü Ensure comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective ü Attend to any audit findings and resolve them immediately as applicable 5. Others: ü Maintain highest levels of discipline (punctuality, attendance, grooming standards etc) in the office ü Ensure timely escalation of issues that is impacting business and possible solutions to address the concerns to the BSDL. ü Manage Local Vendors /agency relationships to ensure smooth execution of transaction ü Responsible for Branch upkeep & maintenance and control over the cost ü Must be thorough with banking processes, regulations & guidelines across ü retail products. ü Comply with bank policies and procedures to ensure safety and security of bank's and customer's assets Qualifications :
Education: ü Graduate, (Post Graduate preferred) ü AMFI/NCFM/IRDA/JAIIB/CAIIB & such relevant certifications will be an added advantage Past Experience: ü 1-6 years of work experience in Banking or Financial Services Other Aspects / Skills:- ü Should be very proficient with use of Banking Software Systems ü Should score at least 6 on 10 in proficiency with MS Excel and Communication skills ü Overall Personality Must be Good & befitting the stature of the role ü Must be a person who has strong sense of personal accountability, takes initiative & has tremendous positive energy/enthusiasm ü Ability to balance various priorities & accomplish multiple tasks in parallel

Branch Service Partner

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