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Client Service Ambassador [CSA]

4 - 8 YearsMumbai

Posted: 48 days ago

Job Description

Job Title Client Service Ambassador [CSA]
Department Wholesale Client Services
Grade Manager/Senior Manager/AVP
Reporting To Team Leader Wholesale Client Services of Location

Responsible Service Manager for handling General Banking and Trade and Forex transactions for ALL segments within the bank for assigned Wholesale Clients in the location.
Primary Purposes:
* Ensure accurate and timely servicing of all general banking and Trade and Forex transactions with nil error rate
* Ensure all complaints received from Clients are handled appropriately per prescribed procedures
* Ensure adherence to regulatory guidelines
* Execute tasks (end-to-end) covering similar areas, which may be delegated
* Communicate proactively with clients on all important matters
Will be required to actively engage with various parts of the Bank to achieve desired quality results

Will be required to actively engage with various parts of the Bank to achieve desired quality results.

Sr. Key Responsibilities
1 Receipt and tracking of customer communication through any source Physical, mails, Phone calls etc.
2 Ensure timely and accurate processing of all general banking and trade and forex transactions
3 Complaint resolutions within / better than defined TAT
4 Custodian of delivery of superior service experience to all
5 Meeting all the regulatory and Internal control requirements
6 Exception Management, monitoring and tracking transaction status and ensuring end to end & timely resolution
7 Work closely with the RM , TBG team, Treasury, Product Sales and Zonal heads to achieve organization goals
8 Maintain high level of knowledge across business banking products and services offered esp NBD Channels , Trade and Forex products and services offered and keep abreast of changing RBI guidelines and regulations ,procedures and processes..
9 Responsible for on-boarding customers and cross sell of net banking solutions to clients welcome calling, support client engagement initiatives
10 Handling inward and outward remittances, export and import, LO,BO, PO as well as LC and BG related transactions including all queries, requests, issues and escalations
11 Suggestion of improvements on service processes to ensure superior service delivery
12 Handling all client and RM escalations and keeping supervisors informed
13 Inter- departmental co-ordination such as Branch Ops, NOC, CAD, FIG an Risk teams to ensure minimum delays to client fulfilment
14 Handling documentation related to complex transactions such as FDI, FCGPR, FIRC and related follow ups with branches and NOC teams
15 Be a team player within the Wholesale Servicing Unit
16 Proactive communication to clients and RMs on all transactions

Essential Graduate
Preferred Post Graduate/MBA
Essential Minimum 5-6 years of handling General Banking, Trade & Forex Service or Operations experience in Banking
Excellent verbal and written communication, negotiation and influencing skills
Preferred Trade related certification would be an added advantage

a. Technical Skills

Skill Attribute
Service Excellence Treating Customer Right
Taking end-to-end Ownership of Customer Issues
Cutting across the Bank to obtain results for Customer Servicing
Always handling Customers with a positive attitude
Valuing the value chain within the organisation
Staying ahead of Customer Needs/Queries
Trade & Forex Process knowledge Good Understanding of Trade & Forex products
Understanding of RBI, FEMA and CBDT circulars
Knowledge of asset products
EUC Skills Using MS Excel, Word & PowerPoint

b. Behavioural Skills
Competencies Attribute
Professionalism To conduct your duties with good judgment and in good faith
Respect To be sensitive and responsible for what we say and do
Excellence To act in a manner that earns the trust and admiration of others
Entrepreneurial To be enterprising and take ownership of our actions
Teamwork Working collaboratively to achieve the common goals and be successful together
Client Oriented/Engaging Ability to understand Customer Needs & Issues and keep them engaged while delivering the necessary
Result Oriented Unwavering focus on achieving results
Customer Influence Ability to influence Customers in a smooth, non-abrasive manner
Orientation to Excellence Strives for Excellence in whatever they do
Attention to Detail Being meticulous and checking the nitty gritty
Communications The ability to convey information to others effectively and efficiently
Perseverance 1. persistence in doing something despite difficulty or delay in achieving success
Time Management Managing time effectively - allocating the right time to the right activity

E. Functional Inter-linkages
Internal & External
All departments of the Bank, particularly
The Wholesale Banking Team (C&IB, CB)
Services Department
Branch & Business Banking
Treasury and Trade Operations team, CAD & Risk teams

Salary: INR 5,00,000 - 11,00,000 P.A.
Industry: Banking / Financial Services / Broking
Functional Area: Financial Services, Banking, Investments, Insurance
Role Category: Retail/Personal Banking
Role: Customer Service Manager
Employment Type: Permanent Job, Full Time

Company Profile

One of Leading Bank
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Contact Details

Recruiter Name:Mit Sanghvi