Personal Banker-Inbound - Branch Banking

JD

Personal Banker – Inbound (Branch Banking Service)

Role Purpose
The Personal Banker - Inbound is responsible for managing branch-based customer servicing, transaction processing, and cross-selling of banking products while ensuring operational excellence, compliance, and a superior customer experience.

Key Responsibilities

Customer Service

• Act as the first point of contact for walk-in customers.
• Handle customer queries related to accounts, deposits, payments, and banking services.
• Deliver a seamless and high-quality customer experience.

Transaction Processing

• Process cash and non-cash transactions accurately.
• Handle:
  • Cash deposits and withdrawals
  • Demand Drafts (DD)
  • Cheque transactions
  • Account servicing requests
• Ensure adherence to operational processes and turnaround times (TAT).

Sales & Cross-Selling

• Identify customer needs and recommend suitable banking solutions.
• Cross-sell:
  • Savings Accounts
  • Fixed Deposits
  • Insurance Products
  • Debit and Credit Cards
  • Other Retail Banking Products

Operations & Compliance

• Ensure compliance with bank policies and regulatory requirements.
• Maintain transaction records and documentation.
• Follow KYC, AML, and operational guidelines.

Required Skills

• Customer Service Orientation
• Banking Operations Knowledge
• Cash Handling Experience
• Sales & Cross-Selling Ability
• Relationship Management
• Strong Communication Skills
• Attention to Detail
• Problem-Solving Skills

Ideal Candidate Profile

• Experience in branch banking, customer service, teller operations, or retail banking sales.
• Strong understanding of banking operations and customer servicing.
• Ability to balance operational responsibilities with sales and cross-selling targets.
• Good interpersonal and stakeholder management skills.

Role: Personal Banker - Inbound (Branch Banking Service)
Function: Branch Banking / Customer Service / Operations & Sales
Experience Level: 0 to 5 Years (preferred in Banking/Financial Services)

1. Manage cash and non-cash transactions efficiently and accurately.
2. Handle customer requests related to cash withdrawals, deposits, demand drafts, and cheque processing.
3. Provide general banking information and resolve customer queries promptly.
4. Maintain high standards of speed and accuracy in all transactional processes.
5. Identify and promote cross-selling opportunities for other banking products and services.
6. Ensure a positive and professional customer experience to foster loyalty and referrals.