CUSTOMER EXPERIENCE EXECUTIVE

Job Title

Customer Experience Executive

Business Unit

Retail Branch Banking

Reporting To

PB Authorizer/PB-Teller Authorizer

Job Function and Role Type

Servicing, Individual Contributor

Version No

2.0

Job Purpose

Provide best-in-class banking services and prompt resolution of customer queries within prescribed TATs. Migrate customer requests to direct banking channels and assist the branch in meeting sales targets.

Key Responsibilities

Operations

Ensure Operations responsibilities are completed.

Customer Services

Handle branch queries like balance inquiries and cheque deposits.

Migrate customers to digital banking channels and provide demonstrations.

Resolve customer complaints efficiently and prevent escalations.

Promote direct banking channels and ensure queue management.

Contact customers for credit card activation and upgrades.

Sales

Custodian of branch deliverables like Welcome Kits and ATM cards.

Contact customers for deliverable collection and maintain delivery records.

Perform EOD stock tally and ensure proper destruction of expired deliverables.

Process customer instructions like stop payments and account closures.

Maintain courier registers and monitor branch stationery requirements.

Achieve sales targets assigned by the branch manager.

Generate and route eligible asset leads through DAP.

Call customers to improve balances and cross-sell products.

Book FD/RD online and provide product demonstrations.

Focus on improving customer banding and escalate non-cooperative cases.

Education:

Graduation/Post-Graduation.

Certifications:

NISM-VA, IRDA, POSP.

Key Competencies

Banking product knowledge, sales and influencing skills, communication, planning and organizing, knowledge of competition.

Major Stakeholders

Customers, Branch Banking Team, Operations, Insurance CAM, MF Fund Houses, HSL Personnel.