Customer Care Executive

Role Overview

The Customer Care Executive position within Retail Branch Banking focuses on conducting error-free operations under the supervision of the Teller Authorizer and Branch Manager. The role emphasizes delivering excellent customer service, adhering strictly to bank processes, and supporting branch profitability through product cross-selling.

Primary Responsibilities

• Carry out operational duties with precision and efficiency.
• Constantly supervise processes ensuring they meet the bank's compliance and quality standards.
• Timely preparation and submission of required operational and customer-related reports.
• Maintain comprehensive records and ensure systems and procedural upkeep.
• Effectively manage customer queues and resolve complaints within set turnaround times, escalating issues if necessary. Collect feedback for service improvement and guarantee prompt card loading and communication about complaint resolutions.
• Serve high-value customers by managing cash transactions, foreign exchange postings, gold sales, and prepaid card processing. Oversee security of teller boxes, cheque drop boxes, and vaults.
• Ensure adherence to clearing, ATM transactions, and large transaction norms. Monitor high-value accounts and suspicious activities by filing Anti-Money Laundering (AML) reports and maintaining suspense accounts.
• Submit required tax schedules accurately and maintain detailed transaction records.
• Proactively generate leads and cross-sell various financial products including liability products, credit cards, gold bars, and Forex Plus cards.

Educational and Certification Requirements

• Graduate or Post-Graduate qualification.
• Certifications such as IRDA for Life Insurance, POS for General Insurance, and NISM V (A) are mandatory.

Key Skills and Competencies

• Comprehensive understanding of banking products and services.
• Effective team management and organizational skills.
• Strong communication abilities.
• Awareness of banking regulations and compliance standards.

Stakeholders

Engages with customers directly, collaborates with Branch Banking Team, Operations staff, Insurance Customer Account Managers, Mutual Fund Fund Houses, and HSL personnel.