Personal Banker Classic

The role is responsible for managing the Classic portfolio, acquiring new Classic customers, and enhancing customer relationships by cross-selling products and services tailored to the customers needs. The goal is to make the bank the primary banking choice for these customers, deepening the relationship, and maximizing the share of wallet.

Key Responsibilities:

Sales & Acquisition:

• Maintain daily sales reports and ensure structured bundled offerings of products and services to customers.
• Acquire new savings accounts (SA) and current accounts (CA) for both Resident and Non-Resident customers through walk-ins, referrals, and family members.
• Monitor account closures and ensure customer retention by proactively addressing potential attrition.
• Cross-sell various banking products such as Demat, Bill Pay, advisory services, and third-party products (e.g., Mutual Funds, Insurance).
• Promote the active usage of credit cards and ensure customer engagement by offering add-on cards for family members.
• Drive the sale of asset products (Loans) and work towards enhancing limits.

Portfolio Management:

• Manage a benchmark number of Classic customers and deepen relationships by cross-selling suitable products based on customer profiles.
• Regularly engage with customers to identify their needs and offer products such as FD renewals, asset products, and more.
• Utilize CRM tools (e.g., CRMNext, APT) for effective customer interaction planning, updating, and follow-ups.
• Work towards increasing the income-generating products (e.g., CASA, FD, Credit Cards) within the portfolio.

Customer Service:

• Provide exceptional customer service by ensuring the timely resolution of complaints and maintaining high customer satisfaction.
• Encourage customers to utilize direct banking channels (Net Banking, Mobile Banking, etc.) to enhance service quality.
• Maintain accurate records for account openings, customer queries, and other customer transactions.

Operations:

• Ensure error-free documentation for account openings, FD closures, standing instructions, and other customer requests.
• Comply with KYC norms and regulatory guidelines for all customer accounts.
• Oversee locker allotments and related operations according to bank policies.

Performance Tracking & Compliance:

• Meet monthly and yearly sales benchmarks for income products and portfolio management.
• Track and update customer interactions, ensuring that all actions are captured accurately in CRM.
• Adhere to operational and service excellence standards in all interactions with customers and internal departments.

Qualifications:

• Education: Graduation/Post-Graduation (Any Stream)
• Experience: Previous experience in banking, particularly in customer acquisition and portfolio management, is preferred.
• Skills:
• Strong sales and relationship management skills.
• Ability to work in a target-driven environment.
• Excellent communication and interpersonal skills.
• Proficient in using CRM tools for customer interaction management.

Key Competencies:

• Customer-focused with the ability to identify customer needs and offer appropriate solutions.
• Detail-oriented with the ability to manage multiple customer relationships and banking products.
• Teamwork and coordination with cross-functional teams for customer service and product cross-selling.

Travel Requirements:

The role may require occasional travel for client meetings and branch coordination.