Job Purpose

• Managing service needs of walk-in SME customers. To ensure that SE Account Manager’s involvement in operational issues is brought to minimum level
• Execution of maintenance activities including KYC handling and Compliance related activities and exception handling
• To ensure ‘superior customer service’ delivery and being the single point of contact for SE AM’s handling all escalated and complex customer complaints effectively in a timely manner
• Maximize cross-sell opportunities by referring the leads to the SE Account Manager

Key Result Areas

• Assist the SME relationship management team in the branches in maintaining and developing both existing and prospective relationships.
• Provide full customer service and handling of all the walk-in SME customers’ + CIBG customers covering all the maintenance activities and complaints handling, thereby, ensuring minimum involvement of SE AM’s in operational & service related issues.
• Resolve all customer complaints as quick kills using CRM and follow up on reversals and waivers as per the delegation matrix.
• Explore potential cross-sell opportunities from existing portfolio of customers & refer / assist the Relationship Management Team in closure of the leads through CRM.
• Liaise regularly with various departments (e.g. CPC, FTC, OPS, Compliance, Credit Ops…etc) within the bank and entertaining requests and enquiries pertaining to Cheque Clearing and other transactions and/ or documentation.
• Assist the SE AM in ensuring all documentation is up to standard and up to date and ensuring that MER exception items are kept to a minimum.
• Adhere to all policies with regard to KYC/ AML as set out by the bank from time to time.
• Update line manager on daily business activities for better controls.
• Update all customer interactions on CRM.
• Handles all allocated functions with strict adherence to set processes.
• Enhance usage of Alternate Delivery channel.
• Assists RMs in conducting day to day transitions.
• Timely resolution of MER cases in transactions, Account Opening & all maintenance activities.
• Conducting on-site visit to Micro segment customers for any compliance/other units related queries, if required
• Handling of defined branch retention process for Early Settlement of SME Loans as well as Attrition process for SME Business Current Accounts.

Operating Environment, Framework and Boundaries, Working Relationships

• The job holder needs to work closely with SME Account Managers & Central team members to provide state of the art services to the walk-in clients in timely manner.
• He/ She must ensure full adherence to the KYC/AML & other compliance policies of the bank.
• The job holder is supposed to work closely with other staff members in the branch to effectively coordinate various service requirements of the client. Also, he/she needs to explore cross-sell opportunities in consultation with Branch Manager/ SSM / SSO / SE AM’s
• Adherence to SOP for each customer segment.

Knowledge, Skills and Experience

• Banking Sales & Service experience
• Excellent communication and objection handling skills.
• At least 2 years+ relevant banking experience in local or international market
• Graduate
• Positive attitude, strong work ethics & good team player.

As per the organization’s competency framework, the job holder needs to possess minimum level of competencies as mentioned below.

1. Customer Focus
2. Commitment to results
3. Interpersonal Relationships
4. Attention to details & quality