CUSTOMER CARE EXECUTIVE

Job description

**Role Description** **Job Title** Customer Care Executive **Business Unit** Retail Branch Banking **Reporting To** Teller Authorizer and Branch Head **Job Function and Role Type** Operations and Customer Service, Individual Contributor **Version No** 2.0 **Job Purpose** Ensure error-free operations and adherence to bank processes under the guidance of the Teller Authorizer and Branch Manager. Deliver superior customer service and cross-sell products to achieve branch profitability. **Key Responsibilities** **Operations** Complete operational tasks efficiently and accurately. **Monitoring** Monitor processes and ensure compliance with bank standards. **Reporting** Prepare and submit required reports promptly. **Maintenance** Maintain records and ensure proper upkeep of systems and processes. **Customer Service** Manage lobby and queues for quality service. Resolve complaints within TATs, escalate as needed, and gather customer feedback. Ensure timely card loading and effective communication on complaint closures. **Sales** Identify and manage high transacting customers. Handle cash transactions, FX postings, gold sales, and prepaid cards. Act as custodian for teller box, cheque drop boxes, and vault. Ensure compliance with clearing, ATM, and large transaction processes. Monitor high-value accounts and transactions, file AML reports, and maintain suspense accounts. Submit CBDT schedules and ensure accurate record-keeping. Generate leads and cross-sell liability products, credit cards, gold bars, and Forex Plus cards. **Education** Graduation/Post-Graduation. **Certifications** IRDA for Life Insurance, POS for General Insurance, NISM V (A). **Key Competencies** Banking product knowledge, team management, planning and organizing, communication, awareness of banking regulations. **Major Stakeholders** Customers, Branch Banking Team, Operations, Insurance CAM, MF Fund Houses, HSL Personnel.