The Branch Customer Experience (BCE) professional is responsible for delivering an exceptional banking experience to customers visiting the branch. The role focuses on relationship management, service excellence, sales of banking products, operational support, and ensuring compliance with bank policies and regulatory guidelines. (
Key Responsibilities
Welcome and assist customers with their banking requirements.
Deliver a superior customer experience and ensure timely resolution of customer queries and complaints.
Manage customer relationships and strengthen engagement with existing customers.
Drive business growth through cross-selling of:
Savings Accounts (SA)
Current Accounts (CA)
Fixed/Term Deposits (FD/TD)
Credit Cards
Personal Loans
Insurance
Investment Wealth Products
Identify customer needs and recommend suitable financial solutions.
Ensure accurate execution of branch transactions and service requests.
Maintain KYC, AML, and regulatory compliance for all customer interactions.
Support digital banking adoption by encouraging customers to use Mobile Banking, Internet Banking, UPI, and other self-service channels.
Coordinate with branch teams to achieve customer service and business targets.
Maintain high standards of operational accuracy and service quality.
Eligibility
Graduate in any discipline.
15 years of experience in Retail Banking, Branch Banking, or Financial Services.
Solid communication and interpersonal skills.
Customer-centric approach with sales orientation.
Knowledge of banking products, KYC, AML, and branch operations is preferred.
Required Skills
Customer Relationship Management
Sales Cross-selling
Problem Solving
Communication Negotiation
Banking Operations
Compliance Risk Awareness
Team Collaboration
Digital Banking Knowledge
Preferred Candidate Profile
Experience in branch banking or customer service.
Ability to achieve business and service KPIs.
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