Grahak Mitra

🔹 Role PurposeGrahak Mitra was introduced under the bank’s Business Process Re-engineering (BPR) initiative to:

• Assist walk-in customers
• Improve customer experience
• Promote digital banking
• Reduce branch workload
• 🔹 Key ResponsibilitiesProvide first-level assistance to branch visitors.
• Educate customers about self-service & digital channels (ATM, ADWM, INB, UPI, YONO etc.).
• Help customers migrate to alternate/digital channels.
• Ensure no customer remains unattended in the waiting area.
• Assist customers in filling forms before reaching the counter.
• Share product brochures, forms, and applications.
• Promote bank products & services.
• Direct customers to concerned officers for cross-selling.
• Support customers in giving feedback.
• Guide less tech-savvy customers in using digital platforms.
• Suggest use of Toll-free numbers, Call Centre, WhatsApp Banking.
• Ensure priority handling of HNI/Wealth/Premier customers.
• Possess knowledge of transactional banking products & basic loan awareness.
• 🔹 Eligibility Criteria – Grahak MitraAge: 21 – 30 years
• Qualification: Graduate
• Experience: Minimum 1 year (Service Industry / BFSI preferred)
• Language:
• 
  
• Local Language – Read/Write/Speak
• English – Read/Write
• 📌 Team Leader – Grahak Mitra (TL-GM) – Job Description🔹 Key ResponsibilitiesMonitor Grahak Mitras deployed under the RBO.
• Conduct surprise branch visits.
• Track performance and submit reports to AO/RBO/SBOSS.
• Act as link between Grahak Mitras and management.
• Monitor 45–50 GMs.
• Visit each GM at least 3 times per month.
• Support CM (Ops) in monitoring GMs.
• Record visit observations and submit reports.
• 🔹 Eligibility Criteria – Team LeaderAge: 25 – 40 years
• Qualification: Graduate
• Experience: 2–3 years (Service Industry/BFSI in Supervisory role preferred)
• Language:
• 
  
• Local Language – Read/Write/Speak
• English – Read/Write