Personal Banker

Account Management

• Facilitate account opening, maintenance, and closure processes adhering strictly to bank procedures.
• Address customer inquiries and follow instructions efficiently to meet bank service standards, including timely handling of account documentation and approvals.
• Guarantee compliance with process and documentation requirements such as forms, checklists, welcome calls, and necessary approvals.
• Maintain ongoing coordination with teams like NOC, Product, and Sales Relationship Managers to ensure seamless service delivery.
• Exercise strict oversight on documentation quality and ensure timely follow-up with Sales Relationship Managers for resolving any pending issues.

Transaction Handling

• Scrutinize all transactional documents submitted by customers to ensure completeness as per branch guidelines.
• Resolve all transaction-related queries in a prompt and accurate manner.
• Maintain vigilant monitoring of all transaction activities.

Service Quality and Process Efficiency

• Maintain and analyze comprehensive records related to customer queries and complaints to enhance process efficiency.
• Conduct regular monitoring and evaluation of service quality and process adherence through various data reports.
• Coordinate with relationship managers and engage with key clients periodically to assess service levels and customer satisfaction.
• Manage collection and submission of Customer Satisfaction Survey forms to NOC regularly.
• Implement standards such as 5S, ISO 9001:2000, and Six Sigma to meet or exceed quality benchmarks.

Audit and Compliance

• Adhere to all processes and policies ensuring compliance with branch audit ratings.
• Ensure full compliance with internal, regulatory, and statutory requirements for products and services at the branch level.
• Address and resolve audit findings promptly.

Additional Responsibilities

• Uphold high standards of discipline, including punctuality, attendance, and grooming.
• Promptly escalate business-impacting issues along with potential solutions to appropriate leadership.
• Oversee relationships with local vendors and agencies to ensure smooth transaction execution.
• Manage branch upkeep and control operational costs.
• Set performance goals annually in collaboration with the reporting manager and track progress throughout the year.
• Take charge of personal development by identifying learning needs, consulting with managers, and pursuing opportunities beyond formal training.
• Develop and exhibit competencies relevant to the role consistently.
• Stay informed about industry trends, new methodologies, and professional advancements through continued education and networking.