Banker – Customer Experience

About the Role

This position focuses on delivering outstanding customer service within the banking sector, aiming to establish the bank as the preferred partner for customers by engaging efficiently, managing operations, and driving business growth at the branch level.

Key Responsibilities

• Engage daily with assigned clients to enhance Current Account (CA), Savings Account (SA), and Term Deposit (TD) portfolios, while also pursuing opportunities in asset and wealth cross-selling.
• Achieve sales and service targets as outlined in performance KPIs.
• Offer tailored product recommendations that match client needs and ensure alignment with business goals.
• Analyze client profiles to maximize product penetration and wallet share per relationship.
• Leverage existing customers for referrals to expand the business network.
• Drive rapid resolution of client inquiries and complaints, maintaining a strong customer-centric outlook.
• Maintain strict compliance with regulatory standards including Know Your Customer (KYC), Anti-Money Laundering (AML), and data security policies.
• Collaborate on closing any audit findings and addressing compliance issues.
• Conduct internal audits and ensure conformity with all guidelines.

Key Performance Indicators

• Growth in CA/SA/TD balances
• Improved customer wallet share
• Achievement of product cross-sale quotas
• Consistent performance as measured by scorecards

Qualifications

• Bachelor’s degree in any discipline is required; postgraduate qualifications such as an MBA are an advantage.

Experience

• 1 to 4 years of relevant experience in banking or related sectors (BFSI domain).

Additional Information

• Role is based at a branch location in Gurugram, Haryana.
• Department: Retail Liabilities within Branch Banking.