Floor Coordinator

Grahak Mitra: The concept of Grahak Mitra was implemented in the bank as

part of BPR (Business Process Re-engineering) initiative. The role of ‘Grahak

Mitra’ was introduced so that customers visiting the branch get necessary

assistance. The prime objective is to give personal attention to walk-in

customers, extend support in transacting, facilitating migration to alternate

channels etc. It was introduced to project a positive image of the bank and to

enhance customer experience.

Roles and Responsibilities of Grahak Mitra:

❖ To educate customers to utilize services available through self-service

channels.

❖ To convince, help and support the customers in giving feedback for services

availed.

❖ Providing first level assistance to visitors / customers at the Branch.

Ensuring customers are provided necessary assistance in transacting the

business and overseeing the employee’s response to customers.

❖ Reducing cost and staff workload by migrating customers to alternate channels

digital channels like ATM, ADWM, INB, YONO etc.

❖ Increasing sales focus by making available information on various products

and services of the bank to customers / visitors.

❖ Ensuring HNI / Wealth / Premier customers are given proper attention /

recognition while handling and priority in service.

❖ Making available product information brochures, forms, applications etc. to

visitors / customers.

❖ Helping less tech savvy customers in using alternate and digital channels

and providing necessary guidance for adoption. Directing them to

concerned counter / officer in case of need.

❖ Keeping an eye on the waiting hall to ensure that no customer remains

unattended and proactively helping them in conducting the required

transactions (e.g. provide them with necessary forms that need to be filled

before they reach the counter).❖ Suggesting customers regarding the facility of Toll-free numbers / Call

Centre / WhatsApp Banking for account balance related information and

other requirements related to ATM / INB / Account Statements etc.

❖ Direct customers to the concerned officer for cross-selling of products and

services.

❖ To possess thorough knowledge of transactional banking products &

services and general awareness about loans / advances offered by the

bank.

❖ In addition, Grahak Mitra should have basic operational knowledge of ATM,

ADWM, INB, UPI, and other digital products.