Job Title
Customer Experience Executive - HNWs
Business Unit
Retail Branch Banking
Reporting To
Head RM / Branch Manager
Job Function and Role Type
Servicing, Individual Contributor
Version No
1.0
Job Purpose
Provide exceptional service to managed HNW customers at branches, ensuring portfolio health and customer satisfaction.
Key Responsibilities
Customer Service
Service requirements of all managed customers visiting the branch.
Assist RMs in servicing managed customer portfolios.
Resolve customer queries and service escalations.
Maintain portfolio health through profile updates and re-KYC completion.
Documentation Assistance
Assist RMs with form filling and documentation for customer instructions.
Support processing of LC, BG, and Forex transaction documentation.
Digital Banking Migration
Migrate transactions to digital channels like Net Banking, Mobile Banking, and Insta-Alerts.
Promote digital banking adoption based on customer preferences.
Sales Contribution
Contribute to branch sales through inbound interactions and customer references.
Engage lobby customers to generate sales opportunities.
Education:
Graduation/Post-Graduation.
Certifications:
NISM-VA, IRDA, POSP.
Key Competencies
Banking product knowledge, interpersonal skills, sales and influencing skills, communication, knowledge of competition.
Major Stakeholders
Customers, Branch Banking Team, Operations, Insurance CAM, MF Fund Houses, HSL Personnel.
