Personal Banker

Account Opening and Maintenance

• Facilitate account opening, maintenance, and closure processes in accordance with the bank's standard procedures.
• Respond to customer inquiries and instructions efficiently, ensuring the bank delivers timely and satisfactory service.
• Maintain strict compliance with process and documentation standards, including forms, checklists, welcome calls, and required approvals.
• Collaborate proactively with the Network Operations Center, product teams, and sales relationship managers as needed.
• Ensure accuracy and completeness of all customer forms and documentation.
• Follow up regularly with sales relationship managers across business units to resolve any pending issues.

Transaction Management

• Conduct thorough scrutiny of transactional documents against branch checklists to confirm all necessary paperwork is submitted.
• Address and resolve transaction-related customer queries efficiently.
• Monitor all transactions closely to ensure proper compliance.

Service and Quality Assurance

• Maintain detailed records and analyze customer queries and complaints to improve process effectiveness.
• Perform daily and weekly monitoring and analysis of key data points and reports affecting customer service and process adherence.
• Coordinate with relationship managers to periodically engage with key clients for performance review and satisfaction assessment.
• Collect Customer Satisfaction Survey forms regularly and forward these to the Network Operations Center.
• Implement quality standards including 5S, ISO 9001:2000, and Six Sigma to meet or surpass quality benchmarks.

Audit and Compliance

• Adhere strictly to all processes and policies in accordance with branch audit guidelines.
• Ensure full compliance with internal, regulatory, and statutory requirements applicable to branch products and services.
• Address audit findings promptly, taking corrective actions as necessary.

Additional Responsibilities

• Maintain professionalism by ensuring punctuality, regular attendance, and grooming standards in the workplace.
• Escalate business-impacting issues timely to branch senior leadership along with proposed solutions.
• Manage relationships with local vendors and agencies to ensure smooth transaction execution.
• Oversee branch upkeep, maintenance, and budget control.
• Set and monitor performance goals annually in consultation with supervisors.
• Take initiative in personal development by identifying and addressing learning needs beyond formal training.
• Understand and demonstrate role-relevant competencies while continually enhancing skills.
• Stay updated on industry trends, new methodologies, and related knowledge through ongoing education and professional networks.