Ensure that customer information is communicated to the respective customer only
Ensure that upon written request and verification of the signature the account information is provided
Ensure that the customer queries are attended to and resolved in an efficient manner and within stipulated Turn Around Time (TAT)
Recording complaints as per the specified process and ensure that complaints are resolved quickly and avoid the situation where it may get escalated
Improve customer communication on closures through scripts & mail and asking for feedbacks.
Understand and comply with requirements of all relevant policies of the bank including full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements
Ensure that customer contact details are updated PAN, Address, Phone and email.
Ensure that correct product information is disseminated
Ensure that all reports are collected and delivered to the Custodian of Deliverable viz., Welcome Kit, Cheque Book, ATM/Debit cards, Tatkal Kits. As a custodian, ensure
That the laid down process for returned welcome kits is followed
That the customers are informed in case the deliverable got return & To maintain low deliverable stock and to reconcile deliverables and acknowledge E-RoD on receipt of the same.
Returned deliverables/deliverables with insufficient address ought to be handled as per the
process to ensure reprocessing and curing of returned instructions, forms sent from CPU
Reduce holding volumes of deliverables/returned deliverables
Ensure proper record of destruction of deliverables is maintained
To handle balance enquiries/ brief transaction queries/ statement or balance confirmation certificate issuance to customers (however to ensure customers are migrated to DBC)
To process stop payment and passbook printing as and when required
