Personal Banker Classic Retail Branch Banking

JobPurpose

Is 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 & need of the customers. Acquiring family accounts and 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.

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

JobResponsibilities(JR)Actionable

SalesMaintain Daily Sales Report

CH 106 and CH 104 Calling

o Structured bundled offering of Products and Services to the customer within the

defined time line

Ensure quality new acquisition on SA and CA for Resident/Non Resident

o Walk Ins o Portfolio o Referrals Friends Associates

Family members o 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. Should be capable of maintaining eligibility

Regular customer contact to establish needs of the customer and opportunities to cross-sell

Monitor large amount movements and account closure from the deposit accounts and

ensure that customer does not attrite

Ensure that the marketing analytics list on possible attrite, is called and retained

Penetration of Saving Accounts on non liability customers

Propagate the benefits of not being on DNC registration list in case a non-portfolio customer

opts for it

Utilizing the sales resources (BDR/COEX) for optimal sales support

Penetration of FD to unique customers

Using Data-mine for cross-selling

Sales of various Credit Cards

o Activation

o Pitch for enhancement of limits

o Promote active usage of credit cards

Ensure that the customer avails of add-on card for his family members

Sales of Third Party Products to the customers

o MF/Insurance/RBI Bonds

o Ensure that requisite certifications are done (NISM V-A) Sales of Asset Products

Disseminating product information

Activation: To ensure that all accounts savings and current account (non ABM branches) opened in the month are activated as per product definition at the end of the next month. All such accounts to maintain more than the required AMB

Activation of LTD a/cs: To ensure that all LTD accounts are activated and remain in the same state month on month.

o Maintain the list of active and inactive customers for both CA and SB and engage

with the customers for balance build up and cross sell.

o Calling of customers who have not transacted and know the reasons.

o Escalate to BM Product on any change in market situation threat from competition

due to which customers have stopped operations.

Corporate Salary: Calling on customers who transfer their salary a/cs to other banks immediately on credit

o To ensure such customers are engaged and brought back to bank fold

o To cross sell loan products with other banks for which such transfer may take place

o To cross sell investments to such customers by which they will tend to maintain

balances

Calling on Large Value Attrition:

o Customers who have attrited over a certain value (as defined by product) for both

savings and current accounts to be called and reasons ascertained

o To impress upon customers to make us the primary bankers and ensure that all funds

are retained.

Enhancing customer wallet size

o Ensuring that customers make us their primary bank

Knowing about where all the customer is currently banking and moving him to our Bank

Ensuring that customer scope is done and products targeted accordingly

Sales to family members and associates (all network) Attrition control of customers

o Includes persuading the customer to continue and if required renew FDs

o Monitor large amount movements account closure from the deposit accounts

and ensure that customer does not attrite

o Ensure that the marketing analytics list on possible attrite, is called and retained

ManagingClassicPortfolioManage the benchmark no. of customers in the portfolio

Extend Classic benefits to customers basis identification in eligibility lists/ LTR

Ensure that individual customers are grouped andCustomerToGroup (CTG) Ratio is maintained on the portfolio

By grouping them with their family members who already hold accounts with us

By grouping them with their family members post selling liability products to the family members, if they do not have banking relationship with us

Ensure that optimal levels ofIncome generating

ProductGroupHolding (IPH) is reached

Ensure that within each customer group a minimum number of stipulated Income Generating products are sold

Ensure that the Customer Group profitability is achieved

Manage Band 1 and 2 customers and ensure that they are moved to Band 3 and above

Enhance Values within each of the customer groups

Online updation of CRMNext at every stage of customer contact on the portfolio

Proactively raising the eligible customers to the classic portfolio within the prescribed product product programme

Ensure that all classic customers within the portfolio are contacted

Usage of APT and data in CRM for effective call planning and review with BH PBA(Pre call planning and post call review )

Detailed updation of interaction to be captured in

CRM , Tasks/ leads to be created , profiler to be

updated on same day of interaction.Achievementofincomeplansand

otherbenchmarkswithinportfolioEnsure that income plans for the month and year are

duly met across products

Achieving of portfolio level benchmarks of and IPH

Income product to be sold to each group of the portfolio in the year

Ensure that the benchmark sales per month is met

Usage of netbanking Mobile banking , Billpay , RDFD penetration benchmark to be met

CEP to be met as per cycle

All customers to have valid mobile and email address

CustomerservicesEnsure quality customer service is delivered

Recording complaints as per the specified process

Resolving all complaints received (self, branch, other units) within the stipulated TATs

Ensure appropriate customer communication on closures & copy of that to be filed. Preventive complaint management

Asking for feedback from customers, who may not be complaining

Promoting all direct banking channels and ensuring that the customer is utilizing the same

Check back on recent customers registered to DBC channel and give any specific help required

Responsibility of opening the customer account within the TAT.

OperationsEnsure certification of documentation required for opening and maintaining customer accounts

Error free documentation for all account opening and all customer instructions (Stop payments, FD Closure, etc)

Maintaining Tatkal kits as per laid down process

As a locker custodian ensure that locker allotment and all other related operations is as per prescribed process

o Includes managing standing instructions

Submission of daily e-schedule indicating the third party sales done

Updation of CRM for the asset leads generated

Updation of weed-out database on the portal

Ensure KYC norms are adhered to at all points of time

Ensure that 5-S norms are adhered to for individuals workstation

Opening of accounts under smart account mode