Key responsibilities

• Assist the SME relationship management team in the branches in maintaining and developing both existing and prospective relationships.
• Provide full customer service and handling of all the walk-in SME customers’ + CIBG customers covering all the maintenance activities and complaints handling, thereby, ensuring minimum involvement of SE AM’s in operational & service related issues.
• Resolve all customer complaints as quick kills using CRM and follow up on reversals and waivers as per the delegation matrix.
• Explore potential cross-sell opportunities from existing portfolio of customers & refer / assist the Relationship Management Team in closure of the leads through CRM.
• Liaise regularly with various departments (e.g. CPC, FTC, OPS, Compliance, Credit Ops…etc) within the bank and entertaining requests and enquiries pertaining to Cheque Clearing and other transactions and/ or documentation.
• Assist the SE AM in ensuring all documentation is up to standard and up to date and ensuring that MER exception items are kept to a minimum.
• Adhere to all policies with regard to KYC/ AML as set out by the bank from time to time.
• Update line manager on daily business activities for better controls.
• Update all customer interactions on CRM.
• Handles all allocated functions with strict adherence to set processes.
• Enhance usage of Alternate Delivery channel.
• Assists RMs in conducting day to day transitions.
• Timely resolution of MER cases in transactions, Account Opening & all maintenance activities.
• Conducting on-site visit to Micro segment customers for any compliance/other units related queries, if required.
• Handling of defined branch retention process for Early Settlement of SME Loans as well as Attrition process for SME Business Current Accounts.