Job Purpose

To work jointly with Wealth Relationship Manager and Branch RM to fulfill all customer service requirements pertaining to Investments and to maintain highest standards of service quality to ensure customer delight

Customer Service First

(60%)

Customer Engagement
- 90% Customers to be engaged telephonically once every quarter with specific focus on AUM Value Build-up, Service Requirements and Cross-sell of TPP products updated in CRM by Service RM
- In case of client transfer from one Wealth RM to another Wealth RM, Service RM to connect with the customer to confirm that the handover has been completed by the current RM and same to be captured in CRM

Service Delivery in TAT
- Minimum 10 customer requests/Query/complaints to be logged in CRM monthly
- Ensure that all the client service requirements for TPP are met and if query is unresolved CRM to be logged and resolved query in given TAT
- Liaise with other internal teams for end to end resolution of client service requirements.



Liaise with Branch RM for clients financial and non-financial transactions pertaining to Banking within the defined time frame / required timeline
- Any request pending overnight has to be updated in CRM and follow up for closing the complaint to be done
- Coordinate with support teams to fulfill service requirements like statements, etc for Demat / Trading Accounts, MF statements, portfolio statements, etc. Ensure closure of all financial and non-financial customer queries pertaining to Banking either by connecting with Ops team or by liaising with Branch RM

Client Referral
- Minimum 2 Referrals required monthly from each Service RM. Build relationship with existing client and check for customer referral for Wealth

Qualitative Parameters
- NIL Customer Complaint pertaining to service requirement
- Processing of customer queries / requests within the defined timelines to ensure customer delight

Compliance and Hygiene

(25%)

Compliance
- 100% Risk Profiler Completion
- 100% Em

📌 Wealth - Service RM (Pune)
🏢 HDFC Bank
📍 Pune