CUSTOMER CARE EXECUTIVE-SERVICE

Job Description

• A.

• Operations:

  Identify high transacting customers and reduce the transactions of these customers
  a.

• Identify Depleting customers and control them
  b.

• Reduce or improve on Band 1 and Band 2 Customers
  c.

• Reduce Band 1 and Band 2 Txns
  Handling of cash receipts and payments and ensuring transactions are carried out within the prescribed TAT without errors
  Cash balancing and Cash bundling
  Processing of Retail FX postings / Gold sales/Pre Paid Cards
  Issuance of DD/ MC (within prescribed TAT)
  Executing of funds transfer/ FD closure / Account Closure
  Processing of Salary Uploads
  Custodian for teller box
  Custodian for cheque drop boxes
  Ensure error free transactions of receipts & payments.

• Retail FX transactions processing.

• Vault Custodian
  Ensure highest level of customer service.

• Ensure that outward clearing process is adhered to.

• ATM custodian.

• Identification of counterfeit cash and ensure adherence of process laid down by the bank

  B.

• Monitoring:

  Monitor large amount movements and report them as per reporting schedule
  a.

• If more than 1cr ensure updation on the portal.

• Identification and Closure of TOD accounts on regular basis
  Identification and Closure of High Cheque return customers beyond the threshold.

• All high cash transacting Band 1 & 2 accounts to be marked with a low severity memo, to ensure that cash transactions are not allowed.

• Such customers to be directed to the BM based on f4 hotkey details.

• Identification of customers regularly visiting the counter and diverting them to Direct Banking Channels, including customers with high cheque returns, non-maintenance of AQB etc.

• Archival back-up
  Local stationery management – Proper Reorder levels / Indent security stationery at appropriate reorder levels.

• Preparation of voucher batch ticket for the day.

• Processing and follow up for admin related bills/ payments
  Periodic exchange of keys lodged with other branch
  Periodic Checking of Vault Register
  Management of clearing/ collection cheques/ FCY cheque collections
  ST35 monitoring.

• C.

• Reporting:

  Fortnightly reporting on cash transactions over Rs.

• 00 lacs
  Report for any suspicious transactions (also maintain the AML register)
  FX transaction reporting on time to TAG and Treasury Mumbai before Cutoff time using FX software.

• Reporting of suspense accounts, deferred accounts, accounts payable/ receivable, Reconciliation and maintenance of suspense accounts register, as per the required format and filing them
  Reporting of fortnightly suspense / TOD and QRS reports and filing them.

• CBDT schedules reporting to WBO before Cut off times.

• D.

• Maintenance:

  Filing of MC/ DD stub copies and cancelled instruments
  Managing the returned cheques including proper maintenance of registers and customer intimation.

• Maintenance of counter stock register (DD/MC)
  Maintaining Salary uploads confirmations
  Maintaining Gold Sales Invoice Copies
  Maintaining Backup tapes
  Maintain the records for expense vouchers/ payments to vendors/ reimbursement to staff.

• Bulk Stock Register Maintenance
  Printing, checking &Filing; of EOD reports (BJR/ Instruments issued/ EOD cash position etc.

• )
  Maintenance of records/ register for host entry GL209 posting.

• Maintenance of Voucher Movement Register
  Coordinate for binding of records/ sending the same to the vendor on regular intervals.

• Ensure correct updation and verification in E-call back

  E.

• Customer Service:

  Lobby Management
  Queue handling
  Proper housekeeping, upkeep, etc.

• Ensure quality customer service is delivered
  Escalate irate customers to Teller Authorizer or BM
  Recording complaints as per the specified process
  Resolving all complaints received (self, branch, other units) within the stipulated TATs pertaining to Teller area
  Monitor all complaints received and ensure that complaints are closed within the TAT
  Ensure customer communication on closures
  Check with customers if the process of complaint resolution has been managed well
  Preventive complaint management
  Asking for feedback from customers, who may not be complaining
  Discussing with staff the importance of getting feedback from customers on a regular basis
  Ensuring timely loading of Forex Plus card and Gift Plus card as per TATs
  Ensure Outward remittances and Other Retail Forex transactions are reported to Treasury Mid office within Cutoff time in Dealpro

  F.

• Sales:

  Generate leads for Banks product with the emphasis on the following:
  Generate Sales References for Liability products
  Generate leads for Credit Cards
  Penetration of Saving Accounts on non-liability customers
  Ensure that customers opt for and get facilities of CBDT collections
  Cross selling Gold Bars
  Cross selling Forex Plus card and Gift Plus Card
  Cross sell FX Cash
  Generate leads for Third Party Products to the customers (MF/Insurance/RBI Bonds).

Skills

• 1. Banking Product Knowledge
• 2. Planning and Organizing Skills
• 3. Team Management / Interpersonal Skills
• 4. Sales and Influencing Skills
• 5. Communication
• 6. Knowledge of Competition
• 7. Awareness of Banking regulations