Branch customer services experiences

ACURA SOLUTIONS LTD; Delhi; On-site; INR 300,000 - 600,000; Full time

Job summary

ACURA SOLUTIONS LTD is seeking a Branch Customer Experience professional to deliver an exceptional banking experience at the branch. The role emphasizes relationship management, service excellence, and strict adherence to KYC/AML and regulatory guidelines.

You will drive growth through cross-selling of accounts, cards, loans, insurance, and wealth products while promoting digital banking adoption and coordinating with branch teams to meet service and revenue targets.

Qualifications

• Graduate with 15 years of experience in Retail/Branch Banking or Financial Services.
• Strong communication and interpersonal skills.
• Customer-centric with sales orientation and knowledge of KYC/AML.

Responsibilities

• Welcome and assist customers with banking requirements.
• Deliver superior service and resolve queries and complaints promptly.
• Manage customer relationships and engage existing customers.
• Cross-sell products: savings accounts, current accounts, deposits, cards, loans, insurance, wealth products.
• Identify customer needs and recommend suitable financial solutions.
• Ensure accurate execution of branch transactions and requests.
• Maintain KYC, AML, and regulatory compliance.
• Promote digital banking adoption (Mobile Banking, Internet Banking, UPI).
• Coordinate with branch teams to hit service and business targets.
• Maintain high standards of operational accuracy and service quality.

Skills

Customer Relationship Management

Sales Cross-selling

Problem Solving

Communication Negotiation

Banking Operations

Compliance Risk Awareness

Team Collaboration

Digital Banking Knowledge

Education

Graduate degree

Job description

Job Summary

Job Description Branch Customer Experience (Banker Customer Experience)

Job Summary

Job Description Branch Customer Experience (Banker Customer Experience)

The Branch Customer Experience (BCE) professional is responsible for delivering an exceptional banking experience to customers visiting the branch. The role focuses on relationship management, service excellence, sales of banking products, operational support, and ensuring compliance with bank policies and regulatory guidelines. (

Key Responsibilities

• Welcome and assist customers with their banking requirements.
• Deliver a superior customer experience and ensure timely resolution of customer queries and complaints.
• Manage customer relationships and strengthen engagement with existing customers.
• Drive business growth through cross-selling of:
  • Savings Accounts (SA)
  • Current Accounts (CA)
  • Fixed/Term Deposits (FD/TD)
  • Credit Cards
  • Personal Loans
  • Insurance
  • Investment Wealth Products
• Identify customer needs and recommend suitable financial solutions.
• Ensure accurate execution of branch transactions and service requests.
• Maintain KYC, AML, and regulatory compliance for all customer interactions.
• Support digital banking adoption by encouraging customers to use Mobile Banking, Internet Banking, UPI, and other self-service channels.
• Coordinate with branch teams to achieve customer service and business targets.
• Maintain high standards of operational accuracy and service quality.
  

Eligibility

• Graduate in any discipline.
• 15 years of experience in Retail Banking, Branch Banking, or Financial Services.
• Strong communication and interpersonal skills.
• Customer-centric approach with sales orientation.
• Knowledge of banking products, KYC, AML, and branch operations is preferred.

Required Skills

• Customer Relationship Management
• Sales Cross-selling
• Problem Solving
• Communication Negotiation
• Banking Operations
• Compliance Risk Awareness
• Team Collaboration
• Digital Banking Knowledge

Preferred Candidate Profile

• Experience in branch banking or customer service.
• Ability to achieve business and service KPIs.
• Passion for delivering an outstanding customer experience while driving revenue growth.