Client Service Ambassador [CSA] role with RBL Bank-Grade-Manager / Senior Manager-Posting :- Kolkata

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Client :- RBL Bank

Role :- Client Service Ambassador [CSA]

 Posting :- Kolkata

Grade- Manager / Senior Manager

Job Description-:

Job Title	Client Service Ambassador [CSA]
Department	Wholesale Client Services
Grade
Location	Kolkata, Thapar House Branch
Reporting To	Team Leader – Wholesale Client Services

1. Position Purpose

Responsible “Service Manager” for handling General Banking and Trade and Forex transactions for ALL segments within the bankfor 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 proactivelywith 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.

• KEY Position Responsibilities

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	Handlingcorporate clients RTGS/NEFT, Fund Transfer,cheque clearings and CIB/CMS service 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 asAccount openings & modifications 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

• Qualifications and Experience Requirement

Qualifications
Essential	Graduate
Preferred	Post Graduate/MBA
Experience
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

• Competency Requirements

1. Technical Skills

Skill	Attribute
Service Excellence	Treating Customer RightTaking end-to-end Ownership of Customer IssuesCutting across the Bank to obtain results for Customer ServicingAlways handling Customers with a positive attitudeValuing the value chain within the organisationStaying ahead of Customer Needs/Queries
Trade & Forex Process knowledge	Good Understanding of Trade & Forex productsUnderstanding of RBI, FEMA and CBDT circularsKnowledge of asset products
EUC Skills	Using MS Excel, Word & PowerPoint

• 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 otherseffectively and efficiently
Perseverance	persistence in doing something despite difficulty or delay in achieving success
Time Management	Managing time effectively – allocating the right time to the right activity

• Functional Inter-linkages

Internal & External

All departments of the Bank, particularly The Wholesale Banking Team (C&IB, CB)Services DepartmentOperationsBranch & Business BankingTreasury and Trade Operations team, CAD & Risk teams

For Management 2000 Placements & Recruitments Pvt., Ltd.,

Seema Kakra

Business Consulting Partner

Contact:+91 7878551502

Seema.k@careerzodiac.com

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