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.

Skills

Refer to the Job Description

About HDFC Bank

HDFC Bank is one of India’s leading private banks. The Housing Development Finance Corporation Limited or HDFC Ltd was among the first financial institutions in India to receive an “in principle” approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. This was done as part of RBI’s policy for liberalization of the Indian banking industry in 1994. HDFC Bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank in January 1995. As of March 31, 2026, the Bank’s distribution network was at 9,689 branches and 21,172 ATMs across 4,175 cities / towns as against 9,455 branches and 21,139 ATMs across 4,150 cities / towns as of March 31, 2025. 50% of the branches are in semi-urban and rural areas. In addition, the Bank has 14,400 business correspondents, which are primarily manned by Common Service Centres (CSC). The Bank’s international operations comprise five branch

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