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 positive 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 Aspire Banking program in line with the

program criteria

•

Ensuring that customers make RBL their primary bank

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Knowing about where all the customer is currently banking and moving

him to our Bank

â¢

Ensuring that customer scoping is done and products are targeted

accordingly

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Sales to family members and associates which have been grouped

together

📌 Aspire Relationship Manager (Mumbai)
🏢 Quotient Consultancy
📍 Mumbai