Responsible for processing YES Private account opening, account instructions, account modifications and service requests as per YBL guidelines within TAT.
Handles customers’ enquiries and instructions, whilst ensuring that the Bank’s delivery standards are met in achieving total customer satisfaction e.g. timely checking of customer service requests for completeness, correctness and accuracy in documentation and processing the request with the defined program level TAT’s
Ensures adherence to process & documentation standards
Ensures pro-active & sustained liaison with NOC, Product Team, Program Team, Sales RM, etc. wherever required
In case of discrepancies raised, regular follow up with RM/ resolving unit
Ensures timely follow up with the resolving unit for prompt and proper closure of the service request
Regular contact with YES Private clients for processing of their requests, monitoring, tracking and ensuring that the customer is informed on the status of his service request.
Ensures proper scrutiny of all transactional documents submitted by the customer
Addresses all transaction related enquiries i.e. pre, during & post transaction processing & escalations Ensures strong monitoring of all transactions & maintains accurate MIS
Ensures frequent monitoring of all over-aged cases (deferrals, pending items, etc.) & appropriate escalation of the same in a timely & balanced manner to the senior management
Responsible for tracking and monitoring of FTNR and TAT for all YES Private service requests processed at the branch
Responsible for being updated on process and policy changes and guidelines with regards to KYC and AML guidelines, YES Private, processes and service parameters
Responsible for timely escalations in order to prioritize and resolve the complaints within TAT
Reviews customer queries, requests and complaints to further identify process improvements is any
Introduction and Service Calling to mapped customers along with proactive communication / engagement
Audit & Compliance :
Ensures compliance with all internal, regulatory and statutory requirements as relevant for various product and services
Building synergy with internal and external stakeholders for optimal service delivery.
Maintain customer privacy & ensures that there is no compromise on customer information with third party.
Maintain & follow Yes Personality guidelines & keep oneself updated with basic Banking regulations/knowledge
Post Graduate/ CA