Job Description:
J O B D E S C R I P T I O N
Job Title Client Service Ambassador [CSA]
Department Wholesale Client Services
Grade AM/Deputy Manager
Location Ahmedabad Viva Complex
Reporting To Team Leader – Wholesale Client Services
A. POSITION PURPOSE
Responsible “Client Service Ambassador” for handling General Banking and Account Opening for ALL
segments within the bank for assigned Wholesale Clients in the location.
Primary Purposes:
* Ensure accurate and timely servicing of all general banking and Account Opening
* Ensure all complaints received from Clients are handled appropriately per prescribed procedures
* Ensure adherence to regulatory guidelines
* Execute tasks (end-to-end) covering similar areas, which may be delegated
* Communicate proactively with clients on all important matters
Will be required to actively engage with various parts of the Bank to achieve desired quality results
Will be required to actively engage with various parts of the Bank to achieve desired quality results.
B. KEY POSITION RESPONSIBILITIES
Sr. Key Responsibilities
1
Receipt and tracking of customer communication through any source – Physical, mails, Phone
calls etc.
2
Ensure timely and accurate processing of all general banking and Account Opening
3
Complaint resolutions within / better than defined TAT
4
Custodian of delivery of superior service experience to all
5
Meeting all the regulatory and Internal control requirements
6
Exception Management, monitoring and tracking transaction status and ensuring end to end &
timely resolution
7
Work closely with the RM , TBG team, Treasury, Product Sales and Zonal heads to achieve
organization goals
8
Maintain high level of knowledge across business banking products and services offered esp
NBD Channels and services offered and keep abreast of changing RBI guidelines and
regulations ,procedures and processes..
9
Responsible for on-boarding customers and cross sell of net banking solutions to clients
welcome calling, support client engagement initiatives
10
Suggestion of improvements on service processes to ensure superior service delivery
11
Handling all client and RM escalations and keeping supervisors informed
12
Inter- departmental co-ordination such as Branch Ops, NOC, CAD, FIG an Risk teams to
ensure minimum delays to client fulfilment
13
Be a team player within the Wholesale Servicing Unit
J O B D E S C R I P T I O N
14
Proactive communication to clients and RMs on all transactions
C. QUALIFICATIONS AND EXPERIENCE REQUIREMENT
Qualifications
Essential Graduate
Preferred Post Graduate/MBA
Experience
Essential Minimum 2-3 years of handling General Banking, WB Account opening and
Operations experience in Banking
Excellent verbal and written communication, negotiation and influencing skills
Preferred Account Opening/GBO Transactions related knowledge is required
D. COMPETENCY REQUIREMENTS
a. Technical Skills
Skill Attribute
Service
Excellence
• Treating Customer Right
• Taking end-to-end Ownership of Customer Issues
• Cutting across the Bank to obtain results for Customer Servicing
• Always handling Customers with a positive attitude
• Valuing the value chain within the organisation
• Staying ahead of Customer Needs/Queries
GBP
Process
knowledge
• Good Understanding of Account Opening/Other GBO Transactions
• Understanding of RBI KYC Guidelines
• Knowledge of asset products
EUC Skills Using MS Excel, Word & PowerPoint
b. Behavioural Skills
Competencies Attribute
Professionalism To conduct your duties with good judgment and in good faith
Respect To be sensitive and responsible for what we say and do
Excellence To act in a manner that earns the trust and admiration of others
Entrepreneurial To be enterprising and take ownership of our actions
Teamwork Working collaboratively to achieve the common goals and be successful
together
Client Oriented/Engaging Ability to understand Customer Needs & Issues and keep them engaged
while delivering the necessary
Result Oriented Unwavering focus on achieving results
Customer Influence Ability to influence Customers in a smooth, non-abrasive manner
Orientation to Excellence Strives for Excellence in whatever they do
Attention to Detail Being meticulous and checking the nitty gritty
Communications The ability to convey information to others effectively and efficiently
Perseverance 1. persistence in doing something despite difficulty or delay in achieving
success
Time Management Managing time effectively - allocating the right time to the right activity
J O B D E S C R I P T I O N
E. Functional Inter-linkages
Internal & External
All departments of the Bank, particularly
• The Wholesale Banking Team (C&IB, CB)
• Services Department
• Operations
• Branch & Business Banking
• Treasury and Trade Operations team, CAD & Risk teams
