Walk-in || Customer Care Executive

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Job Purpose

Deliver seamless and error-free branch operations while ensuring complete compliance with bank processes. Provide exceptional customer service, manage branch lobby operations, and support sales through effective crossselling to contribute to overall branch profitability.

Key Responsibilities

1. Operations

• Execute daily operational tasks with accuracy and adherence to defined banking standards.
• Maintain error-free processing and ensure timely completion of all branch activities.

2. Monitoring & Compliance

• Monitor operational processes to ensure compliance with bank policies.
• Support regulatory adherence and maintain operational discipline within the branch.

3. Reporting & Documentation

• Prepare and submit mandatory reports within timelines.
• Maintain proper documentation, records, and system updates as per audit requirements.

4. Maintenance & Upkeep

• Ensure proper upkeep of branch systems, registers, and operational tools.
• Maintain process records and support branch readiness for audits.

5. Customer Service

• Manage lobby, queues, and customer interactions to deliver a superior service experience.
• Resolve customer queries within defined TATs and escalate cases where required.
• Ensure timely card loading, complaint closure communication, and feedback collection.

6. Sales & Cross-Sell

• Identify high-transacting customers and generate leads for branch products.
• Handle cash transactions, foreign exchange postings, gold sales, and prepaid cards.
• Serve as custodian for teller box, cheque drop box, vault, and related instruments.
• Ensure compliance across clearing, ATM processes, large value transactions, and high-value account monitoring.
• Submit AML reports, manage suspense accounts, and ensure accurate CBDT schedule submission.
• Cross-sell liability products, credit cards, gold bars, and Forex Plus cards.

Educational Qualification

• Graduation / Post-Graduation (Mandatory)

Certifications (Preferred)

• IRDA (Life Insurance)
• POS (General Insurance)
• NISM V (A)

Key Competencies

• Strong banking product knowledge
• Effective communication
• Planning & organizing skills
• Awareness of regulatory requirements
• Customer service orientation
• Ability to work collaboratively within branch teams

Major Stakeholders

Customers, Branch Banking Team, Operations, Insurance CAM, Mutual Fund Houses, HSL Personne