Job Title
Wealth - Service RM
Business Unit
Wealth
Reporting To
Regional Head
Job Function and Role Type
Private Banking Group, Individual Contributor
Version No
Job Purpose
Collaborate with Wealth Relationship Manager and Branch RM to fulfill customer service requirements related to investments. Maintain high service quality standards to ensure customer satisfaction.
Key Responsibilities
Customer Engagement
Engage 90% of customers quarterly via calls.
Focus on AUM build-up, service needs, and TPP cross-sell.
Confirm client handovers during RM transitions in CRM.
Service Delivery
Log 10+ customer requests/queries monthly in CRM.
Resolve TPP service requirements within defined TAT.
Coordinate with internal teams for end-to-end resolutions.
Ensure closure of financial/non-financial banking queries.
Client Referral
Obtain 2+ referrals monthly from each Service RM.
Build relationships to encourage client referrals.
Compliance
Complete 100% risk profiler, email, mobile, PAN updates.
Ensure 100% nominee updates in ISA, Demat, and bank accounts.
Audit Monitoring
Adhere to bank processes to avoid audit exceptions.
Resolve exceptions immediately and support audit needs.
Maintain <5% FTNR across service requests.
Update triggers and report unprocessed transactions daily.
Education:
Graduate in any discipline.
Certifications:
NISM, IRDA, AMFI.
Key Competencies
Customer focus, process orientation, problem-solving, communication, teamwork.
Major Stakeholders
Wealth RMs, Branch RMs, internal support teams.
