Customer Service Officer (Retail Banking)

Role & responsibilities

Operation:

• Handling of cash receipts and payments and ensuring transactions are carried out within the prescribed TAT without errors
• Cash balancing and Cash bundling
• Issuance of DD/ MC (within prescribed TAT)
• Executing of funds transfer/ FD closure / Account Closure
• Custodian for teller box
• Custodian for cheque drop boxes
• Ensure error free transactions of receipts & payments.
• 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

Customer Service

• Queue handling
• Ensure quality customer service is delivered
• 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
• Asking for feedback from customers, who may not be complaining
• Discussing with staff the importance of getting feedback from customers on a regular basis

Sales

• Generate Sales References for products
• Generate leads for Third Party Products to the customers