Job Title

Customer Experience Executive - HNWs

Business Unit

Retail Branch Banking

Reporting To

Head RM / Branch Manager

Job Function and Role Type

Servicing, Individual Contributor

Version No

1.0

Job Purpose

Provide exceptional service to managed HNW customers at branches, ensuring portfolio health and customer satisfaction.

Key Responsibilities

Customer Service

Service requirements of all managed customers visiting the branch.

Assist RMs in servicing managed customer portfolios.

Resolve customer queries and service escalations.

Maintain portfolio health through profile updates and re-KYC completion.

Documentation Assistance

Assist RMs with form filling and documentation for customer instructions.

Support processing of LC, BG, and Forex transaction documentation.

Digital Banking Migration





Migrate transactions to digital channels like Net Banking, Mobile Banking, and Insta-Alerts.

Promote digital banking adoption based on customer preferences.

Sales Contribution

Contribute to branch sales through inbound interactions and customer references.

Engage lobby customers to generate sales opportunities.

Education:

Graduation/Post-Graduation.

Certifications:

NISM-VA, IRDA, POSP.

Key Competencies

Banking product knowledge, interpersonal skills, sales and influencing skills, communication, knowledge of competition.

Major Stakeholders

Customers, Branch Banking Team, Operations, Insurance CAM, MF Fund Houses, HSL Personnel.

Required Skills

NA

📌 Customer Experience Executive-HNW (Gujarat)
🏢 HDFC Bank
📍 Gujarat