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Manager Customer Service Bank

4 - 9 yrs
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Not Disclosed by Recruiter Openings: 1 Posted 30+ days ago Job Applicants: 790 Job Views: 1497

Job Description

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    Support Bank guidelines for delivering and coaching exceptional customer experience including proactively greeting customers, smiling, using their name and ending each interaction (whether in person or phone) by saying - Thank you for banking with Kotak, is there anything else I can do for you today (customer name)?- Maintain a professional manner to build customer confidence and trust.

    - Take ownership of error resolution including resolving situations escalated by br. staff, as well as routine customer problems and referring more complex issues to supervisor or platform. Follow-up with issues as required to ensure timely and accurate resolution.

    - Possess and maintain a thorough knowledge of procedures; build and maintain a productive partnership with Regional Operations to ensure branch achievement of pertinent SQ goals.

    - Demonstrate teamwork by proactively assisting other branch colleagues when needed as well as actively participating and contributing during Branch Team meetings and leading portions as necessary.

    - Lobby manager to be equipped with a TAB to give Digital Demo to the customer.

    - Designated retention specialist.

    - In NON-high walk-in hours, a person can do NPS Detractor calling and service recovery, NPS Passives calling to nudge them to be promoters 3) Escalation and Complaints resolution

    THE OPPORTUNITY : Serves as foundation of building customer loyalty in the Kotak Mahindra branch banking system, completing all activities in a pro-active manner.

    - Plays a key role in the Customer Experience (lobby experience, needs identification, branch txns like Cash, FT, FD SIPs etc. to Digi migration, directing to appropriate resource and top five behaviors- KOTAK),

    - Transactions (efficient transactions, profiling customers for sales opportunities, account maintenance and providing service beyond expectations) and Regulatory Updations (Know Your Customer (Re-KYC) activities, GSTIn, AAdhar ) to support achievement of branch goals.

    - Acknowledges customers as they enter the branch, accurately processes a variety of financial transactions and balances work daily, identifies and refers sales opportunities by uncovering financial needs and presenting all options to customers, and following up as needed.

    - Provides leadership and coaching to the SO+SDO team with the operations and service functions of the branch, including adherence to all Service Dilse meeting, greeting, seating, q mgmt., professional grooming stds, and mystery shopping guidelines.

    - They will drive the RM to do the service recovery in the branches.

    - Provides on-the-job guidance, coaching and training to new and existing (SO+SDO).

    Job Requirements :

    - Should have at least 4-6 yrs of branch banking experience.

    - Strong verbal communication and interpersonal skills.

    - Ability to interact with all levels of management.

    - Proven work leadership and coaching skills.

    - Proven ability to effectively handle difficult customer conversations.

    - A well-organized individual with time management and prioritization skills, with the ability to work under critical time constraints.

    - Proficiency with Digi & tab as well as e-mail.

    - Ability to stand for long periods of time.

    - Ability to interact with customers in an open face-to-face work environment.

Salary: Not Disclosed by Recruiter

Industry: Banking, Financial Services, Broking

Functional Area: Financial Services , Banking , Investments , Insurance

Role Category:Retail/Personal Banking

Role:Customer Service Manager

Employment Type: Full Time, Permanent



UG: Any Graduate - Any Specialization

PG:Any Postgraduate - Any Specialization

Company Profile:


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