HDFC Bank Limited
Job Description
Job Description :
A. Sales & and Process Implementation:1. Maintain Daily Sales Report2. Monitoring of CH 106 and CH 126 calling3. Ensure quality new acquisition on SA and CA for Resident/Non Residenta. Depletion control4. Penetration of Saving Accounts on non liability customers5. Ensure that all staff are aware of the benefits that a customer would enjoy if they do not opt for DNC registration6. Calling on Large Value Attrition: a. Customers who have attrited over a certain value (as defined by product) for both savings and current accounts to be called and reasons ascertainedb. To impress upon customers to make us the primary bankers and ensure that all funds are retained.7. A/c Closure: To talk to all clients who have approached to close their accounts and ensure that genuine customers a/cs are retained.8. Managing and monitoring performance of the sales resources (BDR/COEX/Asset Coordinator) for optimal sales support9. Penetration of FD to unique customers10. Responsible for penetration and activation of credit cardsa. Ensure that all sales staff pitch for enhancement of limitsb. Promote active usage of credit cards11. Sales of Third Party Products to the customersa. MF/Insurance/RBI Bondsb. Ensure that requisite certifications are done (AMFI)12. Sales of Asset Products13. Disseminating product information to the customer and staff14. Audit & SQ Handling & Mandatory Compliances15. Basic Hygiene Parameter like ‘Customer Instruction FTNR, Demat FTNR, CASA Activation’16. Escalations Handling’ and Complaints17. Maintaining Branch Upkeep and decorum at all times18. Enhancing customer wallet a. Ensuring that customers make us their primary banki. Knowing about where all the customer is currently banking and moving him to our Bankii. Ensuring that customer scope is done and products targeted accordinglyiii. Sales to family members and associates (all network)19. Attrition control of customersa. Includes persuading the customer to continue and if required renew FDsb. Monitor large amount movements / account closure from the deposit accounts and ensure that customer does not attritec. Ensure that the marketing analytics list on possible attrite, is called and retainedB. Managing Classic Portfolio:1. Ensure that individual customers are grouped and Customer To Group (CTG) Ratio is maintained on the portfolioa. By grouping them with their family members who already hold accounts with usb. By grouping them with their family members post selling liability products to the family members, if they do not have banking relationship with us2. Ensure that optimal levels of Income generating Product Group Holding (IPGH) is reacheda. Ensure that within each customer group a minimum number of stipulated Income Generating products are sold3. Ensure that the Customer Group profitability is achieveda. Manage Band 1 and 2 customers and ensure that they are moved to Band 3 and above4. Enhance Values within each of the customer groups5. Hand holding and mentoring resources at all levels6. Nurturing PBs on all Job Description of PBs7. Online updation of CRM at every stage of customer contact on the portfolioC. Customer Services:1. Lobby Managementa. Queue handling2. Branch Administration including house keeping, upkeep, etc3. Ensure quality customer service is delivereda. Manage irate customers if required or escalated4. Recording complaints as per the specified process5. Resolving all complaints received (self, branch, other units) within the stipulated TATsa. Monitor all complaints received and ensure that staff are closing it within the TATb. Improve customer communication on closuresc. Check with customers if the process of complaint has been managed well6. Preventive complaint managementa. Asking for feedback from customers, who are not complainingb. Discussing with staff the importance of getting feedback from customers on a regular basis7. Promoting all direct banking channels and ensuring that the customer is utilizing the samea. Check back on recent customers registered to DBC channel and give any specific help requiredb. Monitor PB, PB
A. Sales & and Process Implementation:1. Maintain Daily Sales Report2. Monitoring of CH 106 and CH 126 calling3. Ensure quality new acquisition on SA and CA for Resident/Non Residenta. Depletion control4. Penetration of Saving Accounts on non liability customers5. Ensure that all staff are aware of the benefits that a customer would enjoy if they do not opt for DNC registration6. Calling on Large Value Attrition: a. Customers who have attrited over a certain value (as defined by product) for both savings and current accounts to be called and reasons ascertainedb. To impress upon customers to make us the primary bankers and ensure that all funds are retained.7. A/c Closure: To talk to all clients who have approached to close their accounts and ensure that genuine customers a/cs are retained.8. Managing and monitoring performance of the sales resources (BDR/COEX/Asset Coordinator) for optimal sales support9. Penetration of FD to unique customers10. Responsible for penetration and activation of credit cardsa. Ensure that all sales staff pitch for enhancement of limitsb. Promote active usage of credit cards11. Sales of Third Party Products to the customersa. MF/Insurance/RBI Bondsb. Ensure that requisite certifications are done (AMFI)12. Sales of Asset Products13. Disseminating product information to the customer and staff14. Audit & SQ Handling & Mandatory Compliances15. Basic Hygiene Parameter like ‘Customer Instruction FTNR, Demat FTNR, CASA Activation’16. Escalations Handling’ and Complaints17. Maintaining Branch Upkeep and decorum at all times18. Enhancing customer wallet a. Ensuring that customers make us their primary banki. Knowing about where all the customer is currently banking and moving him to our Bankii. Ensuring that customer scope is done and products targeted accordinglyiii. Sales to family members and associates (all network)19. Attrition control of customersa. Includes persuading the customer to continue and if required renew FDsb. Monitor large amount movements / account closure from the deposit accounts and ensure that customer does not attritec. Ensure that the marketing analytics list on possible attrite, is called and retainedB. Managing Classic Portfolio:1. Ensure that individual customers are grouped and Customer To Group (CTG) Ratio is maintained on the portfolioa. By grouping them with their family members who already hold accounts with usb. By grouping them with their family members post selling liability products to the family members, if they do not have banking relationship with us2. Ensure that optimal levels of Income generating Product Group Holding (IPGH) is reacheda. Ensure that within each customer group a minimum number of stipulated Income Generating products are sold3. Ensure that the Customer Group profitability is achieveda. Manage Band 1 and 2 customers and ensure that they are moved to Band 3 and above4. Enhance Values within each of the customer groups5. Hand holding and mentoring resources at all levels6. Nurturing PBs on all Job Description of PBs7. Online updation of CRM at every stage of customer contact on the portfolioC. Customer Services:1. Lobby Managementa. Queue handling2. Branch Administration including house keeping, upkeep, etc3. Ensure quality customer service is delivereda. Manage irate customers if required or escalated4. Recording complaints as per the specified process5. Resolving all complaints received (self, branch, other units) within the stipulated TATsa. Monitor all complaints received and ensure that staff are closing it within the TATb. Improve customer communication on closuresc. Check with customers if the process of complaint has been managed well6. Preventive complaint managementa. Asking for feedback from customers, who are not complainingb. Discussing with staff the importance of getting feedback from customers on a regular basis7. Promoting all direct banking channels and ensuring that the customer is utilizing the samea. Check back on recent customers registered to DBC channel and give any specific help requiredb. Monitor PB, PB
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