ECCSM- Emerging Corporate Customer Service Manager

JOB DESCRIPTION

1. Pre-Boarding

2. FTR and Form Checking

3. On Boarding and Profiling

4. Trade and Foreign Exchange Transactions

5. Retail Forex Transactions

6. Identifying Opportunities and Cross sell

7. Other Services

ECCSM- Emerging Corporate Customer Service Manager

Detail Job Description :

This job description in detail mentions about the key role that an ECCSM has to play as an important link between the Bank and Customer. While doing so you might also need to consider the RM who is actually handling the client and the rules and regulations of the bank. Hence ECCSM is a very important arm of the branch.

Bank ECCSM Customer

(Internal and External)

Pre-Boarding Call:

This is an important call to understand & verify the quality of account and sales. This call necessarily needs to be made by the ECCSM before logging the form in Iworks.

Objective: Is to understand, evaluate and guide the client on the product chosen and verify the documents. To ensure client is comfortable on the banking solution provided by the sourcing executive.

How - This activity has to be done before the account is logged in Iworks system.

An ECCSM needs to call the client and check and confirm the following:

a. Name of the firm

b. Names of authorised signatory

c. Communication address of the firm

d. Turnover of the firm

e. Industry type matches with the AOF and the documents

f. Documents provided as existence proof and address proof in the name of the firm

g. Product opted for (blue/silver etc)

h. AMB/QTP required for the account

i. Check if opted for MAMN and check account number

Post confirmation ECCSM should assure the client on account opening and inform that post checking of AOF will get back in case of any additional document required.

In case there is an issue in the AMB understanding or any possible missell of the account, ECCM to put the form on Hold and mark a mail to the sourcer, supervisor of the sourcer and copy BM and MCSOP. Forms which are put on hold due to improper understanding of AMB/QTP or any possible missell will be logged in once the supervisor of the sourcer confirms to have spoken to client and solved the issue. Sales supervisor or BM to give a mail confirmation to login the form.

FTR and Form checking:

Another important job role of the ECCSM is to ensure current account forms are checked properly and ensure accounts are opened without any HOLD and hence better FTR.

Objective: The minimum FTR as per score card is 75%.

How

a. First check that the AOF is properly filled in all respects without any mistakes or any corrections. (No whiteners to be used on AOF)

b. Any corrections are cross signed by the client with stamp

c. Mandatory signatures are obtained in the authorised signatory box and general declaration

d. Check the proofs provided are as per entity: 2 existence proofs for propship firms, partnership deed for partnership firms and Certificate of Incorporation in case of private ltd has been provided

e. Check if address proof in the name of the firm has been provided: if the existence proof has the address of the firm, it can be accepted as address proof

f. Now check Name of the firm matches with AOF, Existence proof and address proof

g. ID and address proof is obtained in the name of all the authorised signatories and their name and address matches with the proof provided

h. Signature of the authorised signature matches with the ID proof provided, else signature declaration is provided

i. IP cheque is as mentioned in the AOF and has been provided as per the product opted for else approval is provided as per the deviation matrix

j. Additionally for private limited, limited, LLP and trust a board resolution, or resolution to open an account duly signed and executed by at least two directors or All partners and all trustees as per the KYC requirement to be in place

k. Segment code to be mandatorily mentioned in the end of the form

l. Check the entire form along with checklist, complete and send it to HUB On Boarding & Profiling:

This job is the most critical of the above all. While Pre-boarding, welcome call can be means to interact with the client, On Boarding exercise is what helps the client to start transactions. This is an on-going process. The ECCSM needs to be in touch with the NTB client for the entire financial year and ensure the client is 100% satisfied and is transacting and maintaining balances.

How :

While you end the welcome call, invite the client to the branch with the welcome kit. At the branch you need to do the following:

a. Take the client through branch on where is the MIHU desk, Teller, DD desk, Trade and forex desk etc.

b. Introduce the client to the branch manager and brief on the business of the client

c. If the client has applied for net banking, get the customer to login from the branch and activate the client on net banking

d. If the client has a debit card, ask him to withdraw at least Rs. 100 from the ATM and activate debit card

e. Make the client conversant on Phone Banking and demonstrate the same

f. If the client has not applied for either of them, explain the features of the same and get him to register

g. Provide the customer with 2 sets of deposit slip books and show him how to fill the deposit slip

h. Explain the SOC and features to the client and brief him on the usage - here in case the client needs some customization, take the request and mark a mail to product- e.g. increase in RTGS/NEFT limit on per day, cash deposits, cash withdrawals, cheque book, bulk upload etc

i. In case the client is a TFX client provide the client with document list required for Import and Export

j. Brief on the general requirements like format filling, where to mention what and ensure comfort

k. Share and exchange phone numbers and ensure client saves your phone number in his mobile

l. Confirm next transaction date and ensure you call the client on that day to check whether transaction done or not

m. In case client is a gold plus, prestige, Exim or Grain Merchants

ECCSM should touch base with at least 5 customers a day. The outcome of this exercise should be happy, satisfied and transacting client. Once the client has completed 3 months, we shall upload the clients name and account number on the portal for you to fill the profile sheet of the client. A profile sheet need not be completed in single day or a single call, but can be done basis regular interaction. These interactions and the information need to be recorded in the profile sheet provided.

You also need to identify the cross sell potential of the client and cross sell whatever products possible. You need to check for balance movements and NBD activation in two months provided in the sheet and check in case there is a drop in balance or loss of activity or drop in transactions of the client and do a call accordingly.

Trade and Foreign Exchange Transactions:

This again is one of the most critical KRA of the ECCSE, since this directly deals with the transaction of the client. These transactions

Processing Import, Export Transactions and Forward Contracts:

a. Check provided documents are as per the guidelines

b. Documents are filled as per the format and are complete

c. Check for any approvals required and raise it accordingly

d. Deal No to be provided by the Sales team- if need be book rates from treasury and obtain deal no

e. Scan documents in trade works and inform CGMO

f. In case exception raised in trade works, liaise with respective RM and get it rectified and ensure transaction is processed

g. Process for providing swift and advice to the client either through centralised service desk or through CGMO

h. Inward Remittance: For Export inward remittance check mail sent by centralised desk on daily basis and inform client about the same

i. Liaise with sales team(RM) and ensure client submits the relevant documents required

j. Check the documents are filled and as per the norms

k. Deal No to be provided by the Sales team- if need be book rates from treasury and obtain deal no

l. Scan documents in trade works and inform CGMO

m. In case exception raised in trade works, liaise with respective RM and get it rectified and ensure transaction is processed

n. FCNR: Process FCNR documents as well

Bank Guarantee or Letter of Credit:

a. Check provided documents are as per the guidelines

b. Documents are filled as per the format and are complete

c. Check for any approvals required and raise it accordingly

d. Check for availability of FD and if not booked, send the form to HUB and ensure FD booking is done as per process. You need to check the FD form and amount of FD is matching as per the requirement of BG or LC

e. Scan documents in trade works and inform CGMO about docs and FD details

f. In case exception raised in trade works, liaise with RM and get it rectified and ensure transaction is processed

g. LC Discounting: In case of LC Discounting check for pricing approval is obtained by the sales team and acceptance received by issuing bank, before processing the document

h. Scan documents in trade works and inform CGMO about docs

i. Ensure account is credited as per the amount sanctioned

Retail Forex Transactions:

a. Agent KYC check for Code Creation: Conduct agent KYC check before loading the same on I-Works by RM or branch ops team.

b. Check on agent code creation TAT: Enhance FTR %, Coordinate with TBG on the agent. KYC docs uploaded on I-Works for code creation. Current TAT is One working day.

c. Fx. Rate Booking: Book RTFX rate in RTFX application in coordination with RTFX/other BU staff. Business team will inform rate & transaction detail on phone for booking the same in Retail Forex Application

a. Transaction Coordination: Coordinate transaction utilization with RM / agent fo timely submission of documents and payment.

b. Coordination with Branch Ops Team: Enhance FTR %, submit transaction document to the ops team for transaction utilization.

c. Coordination with CPC / CPU: Follow up on final transaction authorization, only in case of delayed transaction

d. Invoice / MT 103: Generation of Invoice / SWIFT advises

e. Pay Out discrepancies: In the absence of RM, coordinate commission pay out with TBG, CPC & F & A team, only in case of delay

f. Service calls: Periodic service calls to the agent / client for relationship building

Identifying of Opportunities and do Cross Sell:

Every opportunity to service is an opportunity to CORSS SELL some service or product. Every feedback/compliant is a GIFT, given by the customer to us, asking us to improve or provide us with an opportunity to cross sell.

The following cross sells or sales to be done:

Product Mandatory Nos

Current Account NTB (group companies or reference from existing clients) 2 per month

Forex Card to existing clients 2 per month

Business Banking lead (CC or term loan) 1 valid lead per month

LAP/HL 1 valid lead per month

Credit Cards 2 per month

Savings to proprietor/partner/director under CASA grouping

2 per month

Net Banking Activation 60% of the NTB portfolio to be active Debit Card 60% of the NTB portfolio to be active e-statements 50% of the NTB portfolio to be active Mobile Alerts 80% of the NTB portfolio to be active Income Per month Rs. 30,000/-

How-

a. First step is to identify the need: e.g. clients who have registered mobile numbers need to be activated for mobile alerts at the time of account opening, clients who provide email ids to be made aware of the benefits of e-statements like cheque images and savings of paper and easy access on email id etc and get them registered

b. Clients who frequently call up branch for balances to be registered for net banking or mobile banking for easy access to balances

c. Clients who have regular cheque returns can be good potential for business loans or LAP

d. Clients who open Indus Prestige or Gold plus or have a lower variant but maintain AMB

greater than Rs. 1 lac can be good potential for CASA grouping

e. Seeking reference of Exim clients from the existing clients who transact on regular basis and open exim accounts

f. While filling up the profile sheet the ECCSM needs to identify the opportunities area and ensure these prospects are utilised for cross sell and income targets

Other Services:

Other day to day services for current accounts customers who walk-in for DD requests, RTGS/NEFT etc need to be handled by the ECCSM and direct them to the correct counter and assist them to get the requests fulfilled. Any complaint wrt to charges needs to be inputted in the complaints module as provided by the bank and ensure closure of the same. Doorstep Banking: Ensure all requests for doorstep banking for current accounts are attended to and ensure doorstep banking is started for the client. Specifically for all current accounts wherever the service is offered free of cost, you need to get the service initiated and started by default.

Treat the customer with delight and always be polite in all the dealings. Ensure irate customers are handled effectively with care and ensure resolution. appy customer will spread the good service of bank which will help in acquiring new customers.

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