CUSTOMER CARE EXECUTIVE

Role Description
Job Title
Customer Care Executive
Business Unit
Retail Branch Banking
Reporting To
Teller Authorizer and Branch Head
Job Function and Role Type
Operations and Customer Service, Individual Contributor
Version No
2.0
Job Purpose
Ensure error-free operations and adherence to bank processes under the guidance of the Teller Authorizer and Branch Manager. Deliver superior customer service and cross-sell products to achieve branch profitability.
Key Responsibilities
Operations
Complete operational tasks efficiently and accurately.
Monitoring
Monitor processes and ensure compliance with bank standards.
Reporting
Prepare and submit required reports promptly.
Maintenance
Maintain records and ensure proper upkeep of systems and processes.

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Customer Service
Manage lobby and queues for quality service. Resolve complaints within TATs, escalate as needed, and gather customer feedback. Ensure timely card loading and effective communication on complaint closures.
Sales
Identify and manage high transacting customers. Handle cash transactions, FX postings, gold sales, and prepaid cards. Act as custodian for teller box, cheque drop boxes, and vault. Ensure compliance with clearing, ATM, and large transaction processes. Monitor high-value accounts and transactions, file AML reports, and maintain suspense accounts. Submit CBDT schedules and ensure accurate record-keeping. Generate leads and cross-sell liability products, credit cards, gold bars, and Forex Plus cards.
Education
Graduation/Post-Graduation.
Certifications
IRDA for Life Insurance, POS for General Insurance, NISM V (A).
Key Competencies
Banking product knowledge, team management, planning and organizing, communication, awareness of banking regulations.
Major Stakeholders
Customers, Branch Banking Team, Operations, Insurance CAM, MF Fund Houses, HSL Personnel.