Job Description of SDA- Non Cash (Aspire)

Reports to:

Service Delivery Manager (Branch Manager in case of branches where there is no SDM)

Brief Description:

Provide Customer Service to RBL Banks customer, Relationship Manager for Aspire Banking segment customer of the bank, Enhance the value of existing customer of the bank, Acquire new customer for bank , Cross Sell Various Bank Products

Key Job Responsibilities of SDA- Customer Service

Business Deliverables:
- Product Holding Ratio, channel Enrolment and Data Quality : As per assigned benchmarks for branch categories
- ERV and NTB growth as per targets set for the branch
- Achieve overall deposits growth
- Achieve fee revenue (LI, GI, TFx, Assets, MF, etc.)
- Achieve certification on all the products being sold through the branch
- Adherence to policies and guidelines such as KYC & AML

Customer Services:
- Service Delivery & Excellence : Ensuring service delivery as per the established benchmarks on TAT and complaint management




- Ensuring updated mandatory displays and valuable look & feel of lobby to ensure customer satisfaction
- Adherence to BSOPM, compliance & Audit guidelines: Satisfactory scores on all internal/external audits and surprise checks by internal teams
- Ensure quality customer service is delivered disseminating required product information
- Recording complaints as per the specified process and resolving all complaints received from customers within the stipulated TAT’s
- Ensure appropriate customer communication on closures
- Preventive complaint management, asking for feedback from customers, who may not be complaining Promoting all direct banking channels and ensuring that the customer is utilizing the same

Portfolio Management
- Candidate will be responsible to manage Aspire Banking Customer Portfolio of the bank (subject to creation of Aspire Banking Portfolio in the branch)
- Identify existing/new customers who meet Aspire banking program criteria and upgrade these customers under the

📌 Relationship Manager (Bengaluru)
🏢 RBL Bank
📍 Bengaluru