Job Purpose

Responsible for Classic portfolio management by acquisition of new Classic customers and enhancement of the relationship by cross-selling products and services as per the profile and need of the customers. Acquiring family accounts, deepening the size of the relationship, and retention of the customers by providing the best possible services and being the dedicated point of contact for these customers.

So that

We become the primary banker for these Classic relationships and maximize the share of wallet of these customers.

Job Responsibilities (JR)

Actionable

1. Sales

Maintain Daily Sales Report
CH 106 and CH 104 Calling
Structured bundled offering of Products and Services to the customer within the defined timeline
Ensure quality new acquisition on SA and CA for Resident/Non-Resident via:
Walk-ins
Portfolio
Referrals
Friends
Associates
Family members
Attrition control
Includes persuading the customer to continue and if required, renew FDs
Deepen by cross-selling sticky products like Demat, Bill Pay, Advisory
Ensure quality of relationship while flagging; maintain eligibility
Regular customer contact to establish needs and cross-sell opportunities
Monitor large amount movements and account closures
Ensure marketing analytics list (possible attrite) is called and retained
Penetration of Savings Accounts on non-liability customers
Promote opt-out of DNC registration where applicable
Utilize sales resources (BDR/COEX) for optimal sales support
Penetration of FD to unique customers
Use Data-mine for cross-selling
Sales of various Credit Cards
Activation
Pitch for limit enhancement
Promote active usage
Add-on cards for family members
Sales of Third Party Products:
MF / Insurance / RBI Bonds
Ensure relevant certifications (NISM V-A)
Sales of Asset Products
Disseminate product information
Activation of Accounts:
Ensure all SA and CA accounts opened are activated as per product definition by end of next month
Maintain AMB
LTD a/cs to be activated and maintained month-on-month
Maintain list of active/inactive customers and drive balance build-up
Call customers who have not transacted; log reasons
Escalate market threats to BM/Product
Corporate Salary Management:
Call on customers transferring salary accounts to other banks
Engage and bring them back
Cross-sell loans and investments to retain balances
Calling on Large Value Attrition:
Call on customers who have attrited over defined value
Retain funds and impress upon making HDFC primary banker
Enhancing Wallet Size:
Make HDFC the customer's primary bank
Discover where the customer banks currently and consolidate
Conduct customer scoping and product mapping
Sales to family and associates
Attrition Control:
Persuade customers to continue and renew FDs
Monitor account closures and retain balances
Call and retain possible attrite as per analytics

2. Managing Classic Portfolio

Manage benchmark number of customers in portfolio
Extend Classic benefits based on eligibility lists/LTR
Group individual customers with family to maintain CTG ratio:
Group with existing family account holders
Sell liability products to family without existing banking relationship
Ensure optimal Income Generating Product Holding (IPH)
Sell minimum number of IPH to each group
Achieve Customer Group profitability
Manage Band 1 and 2 customers and move them to Band 3+
Enhance value within customer groups
Online updation in CRMNext at every customer interaction stage
Proactively move eligible customers to Classic within prescribed program
Ensure all Classic customers are contacted
Use APT and CRM data for pre-call planning and post-call review with BH/PBA
Update CRM with interaction details, tasks/leads, profiler on same day
Achieve income plans and portfolio benchmarks:
Meet monthly/yearly income targets across products
IPH per portfolio
Monthly sales benchmarks
NetBanking, Mobile Banking, BillPay, RDFD usage
CEP as per cycle
Valid mobile and email for all customers

3. Customer Services

Ensure quality service delivery
Record complaints as per process
Resolve all complaints (self, branch, other units) within TAT
Provide proper communication on closures; file copies
Preventive complaint management:
Ask for feedback proactively
Promote Direct Banking Channels
Support newly registered DBC customers
Open customer accounts within TAT

4. Operations

Ensure certified documentation for account opening and maintenance
Error-free documentation (Stop payments, FD closure, etc.)
Maintain Tatkal kits as per process
Locker operations as per custodian responsibilities
Manage standing instructions
Submit daily e-schedule of third-party sales
Update CRM for asset leads
Update weed-out database on portal
Ensure KYC compliance
Follow 5-S norms at the workstation
Open accounts under Smart Account mode

Educational Qualifications

Graduation: Required
Post-Graduation: Preferred

Certifications

NISM V-A Certification
IRDA Certification
NCFM Certification (Optional)
CAIIB (Optional)
Internal Certification
GI Certification

Key Skills

Sales and Influencing Skills
Banking Product & Process Knowledge
NRI Product and Regulatory Knowledge
Planning and Organizing Skills
Communication
Knowledge of Competition & Current Trends in Financial Industry

Experience Required

Minimum Experience: 1 year
Exposure to banking preferred

Major Stakeholders

(Intra-team and cross-functional collaboration)

Customers
Branch Banking Team
Operations
Insurance CAM
MF Fund Houses Personnel
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