Customer Relationship Officer

Main Responsibilities

• Adopt an open and effective communication style and to act as a strong team player for the benefit of his/her team and of the unit as a whole.
• Accountable for client satisfaction and service quality levels at the branch by ensuring clients’ expectations are met consistently.
• Responsibility and ownership for PRB customer service at the branch.
• Avoid any staff complaints from customers as it’s affecting the overall segment performance.
• TTs requests, FDs Requests and Account Maintenance requests - to be validated and tracked in track BPM.
• Account Opening – check for completeness of documentation and tracking in track soft.
• Credit card application – Check for completeness of documents and form before sending the same to RCC Cards.
• Retail Credit Facility applications – documentation to be checked before sending to RCC –SME for processing.
• Cheque Book and Debit Card requests processing.
• AST (After sales transaction) requests of PRB customers to be initiated. (Eg: loan closure, early settlement etc)
• Any financial transaction of the customer to be processed by PRB only in case of urgency, else to be processed by the Mass Retail Branch/OPC)
• Liaising with compliance and various other departments for following up and submission of documents or relevant matters.
• Maintain a Compliance tracker for all cases.
• Follow up on Account Opening Trackers, Account Maintenance, FDs and TTs trackers with OPC, Credit Card Applications with RCC cards, AST (loans) requests with AST Unit and IT related cases with IT service desk, Service-related issues on Credit cards.
• Collaborating with various internal departments to ensure that that they fulfill all customer requests.
• Priority Q-card tallying has to be done at PRB centers.
• Action and Review of CRM cases assigned to PRB Centers.
• Review and follow up with other units holding up cases in CRM for PRB customers.
• Resolving complaints and keeping track of all processes that pertain to the client’s desires.
• Assist the Account Manager in cross selling of products as required.
• Refer customers to relationship manager(s) for financial advice/ Investment and Products related queries.
• Set and track sales account targets, aligned with segment objectives as per Xceed structure. This is part of CSRs year end performance & one of the main KPIs.
• Monitor all CRM Qs under the respective clusters.
• Proactive communication with Central support team & ensure that the Customer issues are resolved within TAT.
• Service queries & Complaint received via CRM, Customer walk- in, Emails, Phone calls and Faxes have to attended and solved.