Job Description

Position Title : Customer Service Executive

Department :SME

Reports To : Customer Experience Manager

Job Purpose :

To Manage customer service for MSME Clients

Ensure Best in class customer experience, handhold customer for transaction and closely work with operations to ensure timely processing of transaction.

Key Accountabilities :

• Ensure NTB relationships of SME are engaged in a timely manner which will deepen wallet share & ensure quick activation.
• Report all Suspicious Transactions to regional head and head customer experience
• Maximise customer satisfaction, retention and cross sell opportunities by maintaining Top Of the Class service standards in all client interactions (both internal clients and external clients).
• Maintain high level of knowledge across Cash Management Products, Trade Products. Is expected to possess a good understanding of banking operating modules and should also be well versed with FEMA guidelines.
• Ensure customer concerns and complaints are satisfactorily resolved within the committed timelines.
• Responsible for managing face to face interactions with walk-in customers at the counter and initiate telephonic interactions with other key influencers and stake holders towards superior service delivery.
• Coordinate with Trade Operations / Service Desk for all queries relating to L/Cs, Guarantees, Buyers Credit etc.. and so also on other Cash Backed Products.
• Ensure the customer transactions as processed by operations as per laid down operating procedures and with strict adherence to the laid down TATs.
• Comply with all internal process and compliance guidelines

Experience :

• Minimum 2 to 3 years of customers service experience in banking / financial services industry.
• Prior experience of banking and financial services will be preferable and an added advantage

Education / Preferred Qualifications:

Graduate / Post Graduates from Reputed Institutes.

Core Competencies :

• Good understanding of the sales process, sound technical knowledge of Banking Operations and Processes.
• Good customer and relationship management skills.
• Good interpersonal and communications skills.
• Good problem solving, planning & organising skills.
• High Emotional Intelligence required to connect with and help customers. Ability to think aloud and empathise with customers.

Technical Competencies :

• Sound understanding of cash management & trade products and associated technology platforms and operational procedures.
• Understanding of regulatory guidelines on banking by RBI (local regulations in India) and local laws and regulations that impact businesses in general. Understanding of KYC requirements are critical.
• Knowledge of financial markets and products to assist in meaningful dialogue with clients.
• Strong understanding of KYC requirements and Anti money laundering policies

Work Relationship :

• Possess good working relationship and a high degree of team spirit and cooperation with relationship groups, viz., RMs as well as service partners in the bank such as Product Mgt, Operations, Finance, Legal etc, so as to ensure seamless delivery of products to our clients and business growth and smooth functioning of the branch as a whole.
• Establish rapport with our corporate clients so as to win their business, confidence and trust.
• Work closely with Sales and Product teams in India.