Customer Care Executive

Job Responsibilities (JR) Actionable

Operations • Identify high transacting customers and reduce

the transactions of these customers

• Identify Depleting customers and

control them

• Reduce or improve on Band 1 and

Band 2 Customers

• Reduce Band 1 and Band 2 Txns

• Handling of cash receipts and payments and

ensuring transactions are carried out within the

prescribed TAT without errors

• Cash balancing and Cash bundling

• Processing of Retail FX postings / Gold

sales/Pre Paid Cards

• Issuance of DD/ MC (within prescribed TAT)

• Executing of funds transfer/ FD closure /

Account Closure

• Processing of Salary Uploads

• Custodian for teller box

• Custodian for cheque drop boxes

• Ensure error free transactions of receipts &

payments.

• Retail FX transactions processing.

• 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

Monitoring • Monitor large amount movements and report

them as per reporting schedule

• If more than 1cr ensure updation

on the portal.

• Identification and Closure of TOD accounts on

regular basis

• Identification and Closure of High Cheque

return customers beyond the threshold.

• All high cash transacting Band 1 & 2 accounts to

be marked with a low severity memo, to ensure

that cash transactions are not allowed. Such

customers to be directed to the BM based on

f4” hotkey details.

• Identification of customers regularly visiting

the counter and diverting them to Direct

Banking Channels, including customers with

high cheque returns, non-maintenance of AQB

etc.

• Archival back-up

• Local stationery management - Proper Reorder

levels / Indent security stationery at

appropriate reorder levels.

• Preparation of voucher batch ticket for the day.

• Processing and follow up for admin related

bills/ payments

• Periodic exchange of keys lodged with other

branch

• Periodic Checking of Vault Register

• Management of clearing/ collection cheques/

FCY cheque collections

• ST35 monitoring.

Reporting • Fortnightly reporting on cash transactions over

Rs. 10.00 lacs

• Report for any suspicious transactions (also

maintain the AML register)

• FX transaction reporting on time to TAG and

Treasury Mumbai before Cutoff time using FX

softwares.

• Reporting of suspense accounts, deferred

accounts, accounts payable/ receivable,

Reconciliation and maintenance of suspense

accounts register, as per the required format

and filing them

• Reporting of fortnightly suspense / TOD and

QRS reports and filing them.

• CBDT schedules reporting to WBO before Cut

off times

Maintenance

• Filing of MC/ DD stub copies and cancelled

instruments

• Managing the returned cheques including

proper maintenance of registers and customer

intimation.

• Maintenance of counter stock register (DD/MC)

• Maintaining Salary uploads confirmations

• Maintaining Gold Sales Invoice Copies

• Maintaining Backup tapes

• Maintain the records for expense vouchers/

payments to vendors/ reimbursement to staff.

• Bulk Stock Register Maintenance

• Printing, checking &Filing of EOD reports (BJR/

Instruments issued/ EOD cash position etc.)

• Maintenance of records/ register for host entry

GL209 posting.

• Maintenance of Voucher Movement Register

• Coordinate for binding of records/ sending the

same to the vendor on regular intervals.

• Ensure correct updation and verification in Ecall

back

Customer Service • Lobby Management

• Queue handling

• Proper house keeping, upkeep, etc

• Ensure quality customer service is delivered

• Escalate irate customers to Teller Auth or BM

• Recording complaints as per the specified

process

• Resolving all complaints received (self, branch,

other units) within the stipulated TAT’s

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

• Preventive complaint management

• Asking for feedback from customers, who may

not be complaining

• Discussing with staff the importance of getting

feedback from customers on a regular basis

• Ensuring timely loading of Forex Plus card and

Gift Plus card as per TAT’s

• Ensure Outward remittances and Other Retail

Forex transactions are reported to Treasury

Mid office within Cutoff time in Dealpro

Sales Generate leads for Bank’s product with the emphasis

on the foll:

• Generate Sales References for Liability

products

• Generate leads for Credit Cards

• Penetration of Saving Accounts on non-liability

customers

• Ensure that customers opt for and get facilities

of CBDT collections

• Cross selling Gold Bars

• Cross selling Forex Plus card and Gift Plus Card

• Cross sell FX Cash

• Generate leads for Third Party Products to the

customers

• MF/Insurance/RBI Bonds