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.

Key Responsibilities

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.
Deliver best-in-class customer service to strengthen customer loyalty and retention.

What We Are Looking For

Education

Graduate in any discipline.
Postgraduate qualification (MBA) preferred.

Experience

1 to 4 years of relevant experience in banking or allied sectors.

Skills and Attributes

Strong customer engagement and relationship management skills.
Ability to understand and match customer needs with appropriate banking solutions.
Excellent communication and problem-solving abilities.
High level of integrity and adherence to compliance standards.
Proficiency in cross-selling and portfolio management.
Awareness of banking regulations and operational procedures.
Fluent in English with strong business communication skills and problem-solving abilities.

Banker-Customer Experience