Handle clients efficiently & ensure service excellence
Ensure following all related policies & procedures
Job Describtion
Sales
Manage a portfolio of customers achieving revenue goals, sales/service and portfolio growth targets across a range of products and services for a specific pre-defined set of customers to create a profitable durable relationship.
Provide the assigned portfolio of mass customers with personalized service so as to develop close relationships, achieve maximum profitable contribution for the bank and retain their loyalty.
Maintain a superior customer service experience including pre-empting issues and proactive servicing.
Ensure delivery of customer promise and practice brand values, continue to maintain and improve the quality of service offered.
Up-sell and cross-sell other bank products and services to existing customers.
Minimize customer attrition.
Maintain customer contact.
Operation & Service Quality
Orient and educate the walk-in customers on the use of the self-service zone.
Follow up with others, departments, pipeline credit/ operations dept. on pending cases.
Ensures handling and covering all customer requests / inquiries to deliver services excellence.
Efficiently handles customers complaints , escalating as appropriate.
CBE, Compliance, Audit, Procedures
Responds to Compliance dept. requirements in terms of obtaining proper approvals.
Ensure implementation of all bank policies / procedures / KYC requirements.
Ensure following set procedures as per designation.
Computer skills, ability to operate different MS applications, and CRM, CBS, etc.
Interpersonal skills.
Sales skills.
Excellent oral and written communication.
Negotiation and interpersonal skills.
Problem solving and ability to make decisions are essential required for handling customer requests/complaints.
