Banker-Customer Experience

Job Requirements

About the Role

The Banker – Customer Experience is a front-line position within the Retail Banking division, responsible for delivering exceptional customer service and building strong client relationships. The role focuses on engaging customers efficiently and cost-effectively to become their preferred banking partner. The incumbent will manage customer portfolios, drive business growth through cross-selling, ensure operational excellence, and maintain compliance with regulatory standards. This role is crucial for driving customer satisfaction and enhancing branch-wide performance.

Key Responsibilities

Primary Responsibilities

- Engage daily with customers to drive growth in Current Accounts (CA) , Savings Accounts (SA) , and Term Deposits (TD) , along with cross-selling of assets, wealth products, Retail Trade Forex and credit cards
- Achieve business targets as defined in the performance scorecard.
- Provide need-based product solutions by aligning customer requirements with business offerings.
- Assess customer potential and increase product penetration per relationship.
- Generate referrals and additional business from existing customers.
- Ensure prompt and customer-focused resolution of queries and complaints.
- Adhere to banking regulations and internal policies related to Anti-Money Laundering (AML) , Know Your Customer (KYC) , and Data & Information Security .
- Assist in the closure of audit observations and ensure compliance.

Secondary Responsibilities

- Conduct internal audits and ensure compliance with all regulatory and organizational guidelines.
- Deliver best-in-class customer service to strengthen customer loyalty and retention.

What We Are Looking For

Education

- Graduate in any discipline.
- Postgraduate qualification (MBA) preferred.

Experience

- 1 to 4 years of relevant experience in banking or allied sectors.

Skills and Attributes

- Strong customer engagement and relationship management skills.
- Ability to understand and match customer needs with appropriate banking solutions.
- Excellent communication and problem-solving abilities.
- High level of integrity and adherence to compliance standards.
- Proficiency in cross-selling and portfolio management.
- Awareness of banking regulations and operational procedures.
- Fluent in English with strong business communication skills and problem-solving abilities.