Job Role :

- 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.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.