Key Job Responsibilities of SDA- Customer Service

Business Deliverables: 

• Product Holding Ratio, channel Enrolment and Data Quality : As per assigned benchmarks for branch categories 

• ERV and NTB growth as per targets set for the branch

• Achieve overall deposits growth

• Achieve fee revenue (LI, GI, TFx, Assets, MF, etc.)

• Achieve certification on all the products being sold through the branch  

• Adherence to policies and guidelines such as KYC & AML

Customer Services:

• Service Delivery & Excellence : Ensuring service delivery as per the established benchmarks on TAT and complaint management

• Ensuring updated mandatory displays and good look & feel of lobby to ensure customer satisfaction

• Adherence to BSOPM, compliance & Audit guidelines: Satisfactory scores on all internal/external audits and surprise checks by internal teams

• Ensure quality customer service is delivered disseminating required product information 

• Recording complaints as per the specified process and resolving all complaints received from customers within the stipulated TAT’s 

• Ensure appropriate customer communication on closures 

• Preventive complaint management, asking for feedback from customers, who may not be complaining Promoting all direct banking channels and ensuring that the customer is utilizing the same 

Portfolio Management

• Candidate will be responsible to manage Aspire Banking Customer Portfolio of the bank (subject to creation of Aspire Banking Portfolio in the branch)

• Identify existing/new customers who meet Aspire banking program criteria and upgrade these customers under the Aspire Banking program in line with the program criteria 

• Ensuring that customers make RBL their primary bank 

 Knowing about where all the customer is currently banking and moving him to our Bank 

 Ensuring that customer scoping is done and products are targeted accordingly 

 Sales to family members and associates which have been grouped together 

 Relationship enhancement by cross selling other bank products. 

 Regular customer contact to establish needs of the customer and opportunities to cross-sell

• Meet the Performance Score Card 

• Achieving of portfolio level benchmarks of contactibility, Family grouping, Product Cross, channel Activation

Achievement of income plans and other benchmarks 

• Ensure that business plans for the month/quarter/year are duly met across products 

• Service benchmarks are met

Education: 

Graduation must (min. score of 50%)

Competency: 

- Sales and Influencing Skills 

- Banking Product & Process Knowledge 

- Planning and Organizing Skills 

- Communication Skills 

- Customer Service

- Customer portfolio management skills

Certification (Preferred):

• AMFI Certification 

• IRDA