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
â¢
Knowing about where all the customer is currently banking and moving
him to our Bank
â¢
Ensuring that customer scoping is done and products are targeted
accordingly
â¢
Sales to family members and associates which have been grouped
together
â¢
Relationship enhancement by cross selling other bank products.
â¢
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
Requirements
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
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