Banker-Customer Experience

Job Requirements

About the Role

The Banker – Customer Experience is a front-line position within the Retail Banking division, responsible for delivering exceptional customer service and building strong client relationships. The role focuses on engaging customers efficiently and cost-effectively to become their preferred banking partner. The incumbent will manage customer portfolios, drive business growth through cross-selling, ensure operational excellence, and maintain compliance with regulatory standards. This role is crucial for driving customer satisfaction and enhancing branch-wide performance.

Primary Responsibilities

• Engage daily with customers to drive growth inCurrent Accounts (CA),Savings Accounts (SA), andTerm Deposits (TD), along with cross-selling of assets, wealth products, Retail Trade Forex and credit cards

• Achieve business targets as defined in the performance scorecard.

• Provide need-based product solutions by aligning customer requirements with business offerings.

• Assess customer potential and increase product penetration per relationship.

• Generate referrals and additional business from existing customers.

• Ensure prompt and customer-focused resolution of queries and complaints.

• Adhere to banking regulations and internal policies related toAnti-Money Laundering (AML),Know Your Customer (KYC), andData & Information Security.

• Assist in the closure of audit observations and ensure compliance.

Secondary Responsibilities

• Conduct internal audits and ensure compliance with all regulatory and organizational guidelines.