Banker-Customer Experience

About the Role

The Banker – Customer Experience is a front-line position within the Retail Banking division, responsible for delivering exceptional customer service and building strong client relationships. The role focuses on engaging customers efficiently and cost-effectively to become their preferred banking partner. The incumbent will manage customer portfolios, drive business growth through cross-selling, ensure operational excellence, and maintain compliance with regulatory standards. This role is crucial for driving customer satisfaction and enhancing branch-wide performance.

Key Responsibilities

Primary Responsibilities

• Engage daily with customers to drive growth inCurrent Accounts (CA),Savings Accounts (SA), andTerm Deposits (TD), along with cross-selling of assets, wealth products, Retail Trade Forex and credit cards
• Achieve business targets as defined in the performance scorecard.
• Provide need-based product solutions by aligning customer requirements with business offerings.
• Assess customer potential and increase product penetration per relationship.
• Generate referrals and additional business from existing customers.
• Ensure prompt and customer-focused resolution of queries and complaints.
• Adhere to banking regulations and internal policies related toAnti-Money Laundering (AML),Know Your Customer (KYC), andData & Information Security.
• Assist in the closure of audit observations and ensure compliance.

Secondary Responsibilities

• Conduct internal audits and ensure compliance with all regulatory and organizational guidelines.
• Deliver best-in-class customer service to strengthen customer loyalty and retention.

What We Are Looking For

Education

• Graduate in any discipline.
• Postgraduate qualification (MBA) preferred.

Experience

• 1 to 4 years of relevant experience in banking or allied sectors.

Skills and Attributes

• Strong customer engagement and relationship management skills.
• Ability to understand and match customer needs with appropriate banking solutions.
• Excellent communication and problem-solving abilities.
• High level of integrity and adherence to compliance standards.
• Proficiency in cross-selling and portfolio management.
• Awareness of banking regulations and operational procedures.
• Fluent in English with strong business communication skills and problem-solving abilities.

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