Client Service Ambassador CSA

Job Description

JOB DESCRIPTIONJob Title - Client Service Ambassador [CSA]Department- Wholesale Client ServicesGrade - Manager/Senior Manager/AVPLocation - JaipurA. POSITION PURPOSEResponsible Service Manager for handling General Banking and Trade and Forex transactions forALL 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 withnil 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 mattersWill be required to actively engage with various parts of the Bank to achieve desired quality resultsWill be required to actively engage with various parts of the Bank to achieve desired quality results.B. KEY POSITION RESPONSIBILITIESSr. Key Responsibilities1 Receipt and tracking of customer communication through any source Physical, mails, Phonecalls etc.2 Ensure timely and accurate processing of all general banking and trade and forex transactions3 Complaint resolutions within / better than defined TAT4 Custodian of delivery of superior service experience to all5 Meeting all the regulatory and Internal control requirements6 Exception Management, monitoring and tracking transaction status and ensuring end to end &&timely resolution7 Work closely with the RM , TBG team, Treasury, Product Sales and Zonal heads to achieveorganization goals8Maintain high level of knowledge across business banking products and services offered espNBD Channels , Trade and Forex products and services offered and keep abreast of changingRBI guidelines and regulations ,procedures and processes.9 Responsible for on-boarding customers and cross sell of net banking solutions to clientswelcome calling, support client engagement initiatives10 Handling inward and outward remittances, export and import, LO,BO, PO as well as LC and BGrelated transactions including all queries, requests, issues and escalations11 Suggestion of improvements on service processes to ensure superior service delivery12 Handling all client and RM escalations and keeping supervisors informed13 Inter- departmental co-ordination such as Branch Ops, NOC, CAD, FIG an Risk teams toensure minimum delays to client fulfilment14 Handling documentation related to complex transactions such as FDI, FCGPR, FIRC andrelated follow ups with branches and NOC teams15 Be a team player within the Wholesale Servicing Unit16 Proactive communication to clients and RMs on all transactionsC. QUALIFICATIONS AND EXPERIENCE REQUIREMENTQualificationsEssential GraduatePreferred Post Graduate/MBAExperienceEssential - l Minimum 5-6 years of handling General Banking, Trade && Forex Service orOperations experience in BankingExcellent verbal and written communication, negotiation and influencing skillsPreferred Trade related certification would be an added advantageD. COMPETENCY REQUIREMENTSa. Technical SkillsSkill AttributeServiceExcellenceTreating 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/QueriesTrade && ForexProcessknowledgeGood Understanding of Trade && Forex products Understanding of RBI, FEMA and CBDT circulars Knowledge of asset productsEUC Skills Using MS Excel, Word && PowerPointb. Behavioural SkillsCompetencies AttributeProfessionalism To conduct your duties with good judgment and in good faithRespect To be sensitive and responsible for what we say and doExcellence To act in a manner that earns the trust and admiration of othersEntrepreneurial To be enterprising and take ownership of our actionsTeamwork Working collaboratively to achieve the common goals and be successful togetherClient Oriented/Engaging Ability to understand Customer Needs && Issues and keep them engaged while delivering the necessaryResult Oriented Unwavering focus on achieving resultsCustomer Influence Ability to influence Customers in a smooth, non-abrasive mannerOrientation to Excellence Strives for Excellence in whatever they doAttention to Detail Being meticulous and checking the nitty grittyCommunications The ability to convey information to others effectively and efficientlyPerseverance 1. persistence in doing something despite difficulty or delay in achieving success. Time Management Managing time effectively - allocating the right time to the right activityE. Functional Inter-linkagesInternal && ExternalAll departments of the Bank, particularly The Wholesale Banking Team (C&&IB, CB) Services Department Operations Branch && Business Banking Treasury and Trade Operations team, CAD &.

Keyskills :
operationstradeeniormanagerclientserviceambassadorcsawholesalebankingoperations