About the role
Account Opening & Maintenance:
§ Processes account opening, account maintenance & account closure related formalities as per YBL process
§ Handles customers’ enquiries and instructions, whilst ensuring that the Bank’s delivery standards are met in achieving total customer satisfaction. e.g. timely checking of account opening documentation, opening of Accounts etc.
§ Ensures adherence to process & documentation standards (e.g. forms/checklists, welcome calling, approvals, etc.)
§ Ensures pro-active & sustained liaison with NOC, Product, Sales RM, etc. where required
§ Maintains strict vigilance on the quality of forms and documentation provided
§ Ensures timely follow up with Sales RMs of all BUs for resolution of any outstanding deferrals.
Transactions:
§ Ensures proper scrutiny of all transactional documents submitted by the customer vis-à-vis branch checklist to ensure all that all necessary documents are submitted by the customer.
§ Addresses and resolves all transaction related enquiries
§ Ensures strong monitoring of all transactions
Service & Quality:
§ Ensures that adequate records & data pertaining to customer queries and complaints is maintained & analyzed for achieving greater process efficiency
§ Ensures daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence.
Coordinates with relationship managers and meet / interact with key clients on a periodic basis to stock take on service levels and customer satisfaction