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Banker - Customer Experience

7 months ago

Kottayam, India IDFC FIRST Bank Full time

Job Title
- Banker - Customer Experience

Business Unit
- Retail Banking-Rural Banking

Function
- Rural Sales

**Job Purpose**:
The role entails building, developing and deepening relationships with Rural Banking accounts and ensuring best in-class service to the customers. The role bearer has a responsibility to contribute to penetration of liabilities business in Rural markets through lead generations and account opening as per needs of customer The role bearer is responsible for driving client acquisition, building household level customer relationships and capitalizing on lifetime value in each relationship to achieve larger organizational goals.

**Roles & Responsibilities**:
Assess and evaluate the client needs and generate new sources of revenue by leveraging cross sell opportunities as per their lifestyle, risk profiling and requirements
- Ensure swift disbursal of business loans based on needs assessment of potential and existing clients
- Ensure account activation and subsequent maintaining the health of accounts
- Focusing on overall CASA growth for Rural Banking business
- Ensure superior customer service to capture larger wallet share of population and drive volume of business across the catchment area
- Ensure timely resolution of customer queries and issues
- Achieve individual and branch sales goals through new business sales, referrals and retention of account relationship
- Monitor high collections efficiency through discipline and drive
- Conduct field audits and customer verifications to ensure high quality of accounts
- Gather latest Market intelligence and track and benchmark against best practices in competitor banks

'- Evaluate the growth strategy based on competitor analysis and feedback from different channels/customers
- Recommend process changes in order to improve service efficiency and quality across the branch network
- Manage a team of field officers, taking responsibility of their development and attrition
- Develop and implement livelihood advancement and community development initiatives.

Managerial & Leadership Responsibilities

Attract and retain best-in-class talent for key roles in their reporting structure
- Monitor key parameters on employee productivity, hiring quality and attrition rates and make necessary improvements
- Enable teams to drive growth targets by providing necessary support.

**Educational Qualifications**:
Graduate-Any

Post Graduate-Optional

**Experience**:
3 - 7 years of relevant Rural banking experience.