Rbb-pb Authoriser

**6 - 10 years**:
**Any Graduate**:
**Operations**:
**7 ~ 8 LPA**:
**Job Purpose**

**To work in an error free environment and ensure that all the processes as laid out by the bank are followed properly without any deviations with proper supervision of the tellers as per the expectations of the bank and its constituents**:
**To ensure that the branch customers are adequately serviced and appropriate products sold to them in a customer friendly environment that in turn ensures the branch attains profitability on all parameters with superior customer service and superior cross sell of products**

**Job Responsibilities(JR)**:
**Actionable**

**Sales & and Process Implementation**:

- **Maintain Daily Sales Report**
- **Monitoring of CH 106 and CH 126 calling**
- **Ensure quality new acquisition on SA and CA for Resident/Non Resident**
- **Depletion control**
- **Penetration of Saving Accounts on non liability customers**
- **Ensure that all staff are aware of the benefits that a customer would enjoy if they do not opt for DNC registration**
- **Calling on Large Value Attrition**:

- **Customers who have attrited over a certain value (as defined by product) for both savings and current accounts to be called and reasons ascertained**
- **To impress upon customers to make us the primary bankers and ensure that all funds are retained.**
- **A/c Closure: To talk to all clients who have approached to close their accounts and ensure that genuine customers a/cs are retained.**
- **Managing and monitoring performance of the sales resources (BDR/COEX/Asset Coordinator) for optimal sales support**
- **Penetration of FD to unique customers**
- **Responsible for penetration and activation of credit cards**
- **Ensure that all sales staff pitch for enhancement of limits**
- **Promote active usage of credit cards**
- **Sales of Third Party Products to the customers**
- **MF/Insurance/RBI Bonds**
- **Ensure that requisite certifications are done (AMFI)**
- **Sales of Asset Products**
- **Disseminating product information to the customer and staff**
- **Audit & SQ Handling & Mandatory Compliances**
- **Basic Hygiene Parameter like "Customer Instruction FTNR, Demat FTNR, CASA Activation"**
- **Escalations Handling" and Complaints**
- **Maintaining Branch Upkeep and decorum at all times**
- **Enhancing customer wallet size**
- **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**
- **Includes persuading the customer to continue and if required renew FD’s**
- **Monitor large amount movements / 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**

**Managing Classic Portfolio**:

- **Ensure that individual customers are grouped and Customer To Group (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 of Income generating Product Group Holding (IPGH) 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**
- **Hand holding and mentoring resources at all levels**
- **Nurturing PBs on all Job Description of PBs**
- **Online updation of CRM at every stage of customer contact on the portfolio**

**Customer Services**:

- **Lobby Management**
- **Queue handling**
- **Branch Administration including house keeping, upkeep, etc**
- **Ensure quality customer service is delivered**
- **Manage irate customers if required or escalated**
- **Recording complaints as per the specified process**
- **Resolving all complaints received (self, branch, other units) within the stipulated TAT’s**
- **Monitor all complaints received and ensure that staff are closing it within the TAT**
- **Improve customer communication on closures**
- **Check with customers if the process of complaint has been managed well**
- **Preventive complaint management**
- **Asking for feedback from customers, who are not complaining**
- **Discussing with staff the importance of getting feedback from customers on a regular basis**
- **Promoting all direct banking channels and ensuring that the customer is utilizing the same**
- **Check back on recent customer’s registered to DBC channel and give any specific help required**
- **Monitor PB, PB-WD are selling aiding cus