Job Description :
A. Sales:1. Maintain Daily Sales Report2. CH 106 and CH 104 Callinga. Structured bundled offering of Products and Services to the customer within the defined time line3. Ensure quality new acquisition on SA and CA for Resident/Non Residenta. Walk Insb. Portfolioc. Referrals(Friends/Family members/Associates)d. Attrition controli. Includes persuading the customer to continue and if required renew FDsii. Deepen by cross selling sticky products like Demat, Bill Pay, Advisory. iii. Ensure quality of relationship while flagging. Should be capable of maintaining eligibilityiv. Regular customer contact to establish needs of the customer and opportunities to cross-sellv. Monitor large amount movements and account closure from the deposit accounts and ensure that customer does not attritevi. Ensure that the marketing analytics list on possible attrite, is called and retained4. Penetration of Saving Accounts on non liability customers5. Propagate the benefits of not being on DNC registration list in case a non-portfolio customer opts for it6. Utilizing the sales resources (BDR/COEX) for optimal sales support7. Penetration of FD to unique customers8. Using Data-mine for cross-selling9. Sales of various Credit Cardsa. Activationb. Pitch for enhancement of limitsc. Promote active usage of credit cards: Ensure that the customer avails of add-on card for his family members10. Sales of Third Party Products to the customersa. MF/Insurance/RBI Bondsb. Ensure that requisite certifications are done (NISM V-A)11. Sales of Asset Products12. Disseminating product information13. Activation: To ensure that all accounts savings and current account (non ABM branches) opened in the month are activated as per product definition at the end of the next month. All such accounts to maintain more than the required AMB14. Activation of LTD a/cs: To ensure that all LTD accounts are activated and remain in the same state month on month. a. Maintain the list of active and inactive customers for both CA and SB and engage with the customers for balance build up and cross sell.b. Calling of customers who have not transacted and know the reasons. c. Escalate to BM / Product on any change in market situation / threat from competition due to which customers have stopped operations.15. Corporate Salary: Calling on customers who transfer their salary a/cs to other banks immediately on credita. To ensure such customers are engaged and brought back to bank foldb. To cross sell loan products with other banks for which such transfer may take placec. To cross sell investments to such customers by which they will tend to maintain balances16. Calling on Large Value Attrition: a. Customers who have attrited over a certain value (as defined by product) for both savings and current accounts to be called and reasons ascertainedb. To impress upon customers to make us the primary bankers and ensure that all funds are retained.17. Enhancing customer wallet a. Ensuring that customers make us their primary banki. Knowing about where all the customer is currently banking and moving him to our Bankii. Ensuring that customer scope is done and products targeted accordinglyiii. Sales to family members and associates (all network)18. Attrition control of customersa. Includes persuading the customer to continue and if required renew FDsb. Monitor large amount movements / account closure from the deposit accounts and ensure that customer does not attritec. Ensure that the marketing analytics list on possible attrite, is called and retainedB. Managing Classic Portfolio: 1. Manage the benchmark no. of customers in the portfolio2. Extend Classic benefits to customers basis identification in eligibility lists/ LTR3. Ensure that individual customers are grouped and Customer To Group (CTG) Ratio is maintained on the portfolio4. By grouping them with their family members who already hold accounts with us5. By grouping them with their family members post selling liability products to the family members, if they do not have banking relationship with us6. Ensure that optimal levels of Income generating Product Group Holding (IPH) is reached7. Ensure that within each customer group a minimum number of stipulated Income Generating products are sold8. Ensure that the Customer Group profitability is achieved9. Manage Band 1 and 2 customers and ensure that they are moved to Band 3 and above10. Enhance Values within each of the customer groups11. Online updation of CRMNext at every stage of customer contact on the portfolio12. Proactively raising the eligible customers to the classic portfolio within the prescribed product product programme13. Ensure that all classic customers within the portfolio are contacted 14. Usage of APT and data in CRM for effective call planning and review with BH / PBA(Pre call planning and post call review )15. Detailed updation of interaction to be captured in CRM , Tasks/ leads to be created , profiler to be updated on same day of interaction.C. Achievement of income plans and other benchmarks within portfolio:1. Ensure that income plans for the month and year are duly met across products2. Achieving of portfolio level benchmarks of and IPH 3. Income product to be sold to each group of the portfolio in the year4. Ensure that the benchmark sales per month is met5. Usage of net banking / Mobile banking , Billpay, RDFD penetration benchmark to be met6. CEP to be met as per cycle7. All customers to have valid mobile and email addressD. Customer Service:1. Ensure quality customer service is delivered2. Recording complaints as per the specified process3. Resolving all complaints received (self, branch, other units) within the stipulated TATs4. Ensure appropriate customer communication on closures & copy of that to be filed. 5. Preventive complaint management6. Asking for feedback from customers, who may not be complaining7. Promoting all direct banking channels and ensuring that the customer is utilizing the same8. Check back on recent customers registered to DBC channel and give any specific help required9. Responsibility of opening the customer account within the TAT.E. Operations:1. Ensure certification of documentation required for opening and maintaining customer accounts2. Error free documentation for all account opening and all customer instructions (Stop payments, FD Closure, etc)3. Maintaining Tatkal kits as per laid down process4. As a locker custodian ensure that locker allotment and all other related operations is as per prescribed process5. Includes managing standing instructions6. Submission of daily e-schedule indicating the third party sales done7. Updation of CRM for the asset leads generated8. Updation of weed-out database on the portal9. Ensure KYC norms are adhered to at all points of time 10. Ensure that 5-S norms are adhered to for individuals workstation11. Opening of accounts under smart account modeSkills1. Sales and Influencing Skills2. Banking Product & Process Knowledge3. NRI Product and Regulatory Knowledge4. Planning and Organizing Skills5. Communication6. Knowledge of Competition & Current trends in financial Industry.