Branch Relationship Officer

About Branch Banking

Branches are the face of Axis Bank for millions of retail customers and form a critical component of the Banks long-term strategy. Branch Banking plays a key role in mobilizing deposits from New-To-Bank (NTB) customers and driving customer engagement across a wide range of products and services.

Role Summary

As part of the Branch Banking team, the Branch Relationship Officer (BRO) is responsible for providing financial solutions to customers by offering the Bank’s products and services. The role involves servicing existing customers, acquiring New-To-Bank customers, generating referrals, and ensuring a seamless customer experience at the branch.

BROs are expected to engage proactively with customers, cross-sell suitable products, process service requests within defined turnaround times (TAT), and comply with all regulatory and audit requirements.

Key Responsibilities

• Offer financial solutions and cross-sell the Bank’s retail banking and third-party products as per assigned budgets
  (e.g., Deposits, Loans, Life Insurance, General Insurance, Mutual Funds, etc.).
• Achieve assigned monthly business targets consistently.
• Generate referrals and leads for acquisition of new customers.
• Promote the Bank’s products through customer visits and participation in marketing activities.
• Engage with existing customers mapped to the portfolio to mobilize deposits and identify cross-selling opportunities.
• Ensure timely and accurate processing of customer transactions and service requests within defined TAT.
• Handle customer queries efficiently and provide correct resolutions to avoid complaints.
• Adhere strictly to regulatory, compliance, and internal guidelines including KYC and AML norms.
• Ensure completion of all audit requirements and maintain optimal audit ratings.
• Complete all mandatory certifications required for the role (e.g., EUIN, SP Certification).
• Participate in all training programs, learning initiatives, campaigns, and drives conducted by the Bank.
• Record daily customer interactions and activities in the Bank’s CRM system.
• Act as a teller for cash transactions, if assigned, as per organizational requirements.
• Educate customers about alternate banking channels such as Internet Banking, Mobile Banking, and WhatsApp Banking.

Key Skills

• Customer Service: Excellent communication and interpersonal skills.
• Sales & Negotiation: Ability to sell financial products and services.
• Regulatory Knowledge: Understanding of KYC, AML, and banking compliance requirements.
• Attention to Detail: High accuracy in handling transactions and financial documentation.
• Relationship Management: Strong networking and customer relationship-building skills.

Qualifications

• Graduate / Post-Graduate from a recognized institute.
• Experience 2 to 7 year

Role Proficiencies

• Sound knowledge of banking regulations, products, and services.
• Good verbal and written communication skills in English and the local language.
• Ability to work under pressure and meet deadlines.
• Customer-centric approach with a results-driven mindset.

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