Branch Relationship Manager - Branch Banking

AU Small Finance Bank; Panaji; On-site; INR 250,000 - 360,000; Full time

Job summary

AU Small Finance Bank in Panaji, Goa is seeking a Branch Customer Service professional responsible for managing customer relationships at the branch level, ensuring high service standards, cross-selling banking products, and supporting branch operations.

The role involves handling walk-in customers, resolving queries, generating leads for new accounts, maintaining MIS, and ensuring RBI/compliance adherence within standard banking hours.

Qualifications

• 3 to 6 years of banking/financial services experience.
• Branch customer-service and cross-selling experience.

Responsibilities

• Handle walk-in customers and resolve queries.
• Cross-sell banking products (CASA, loans, insurance).
• Support branch operations and compliance.
• Assist in account opening and documentation.
• Generate leads for new accounts and services.
• Maintain MIS and reports.

Skills

Customer Orientation

Communication Skills

Sales Drive

Attention to Detail

Teamwork

Education

Academic score 50%

Tier 2 / Tier 3

Tools

MS Office

CRM usage

Job description

Position description: Responsible for managing customer relationships at the branch level, ensuring high service standards, cross-selling banking products, and supporting branch operations.

Primary Responsibilities:

• Handle walk-in customers and resolve queriesCross-sell banking products (CASA, loans, insurance)Ensure customer satisfaction and retentionSupport branch operations and complianceAssist in account opening and documentation

Additional Responsibilities:

• Participate in local marketing activitiesGenerate leads for new accounts and servicesMaintain MIS and reports

Educational qualifications preferred

• Academic score: Minimum 50%
• Institution tier: Tier 2 / Tier 3

Required Certification/s:

NA

Required Training/s:

Customer Service, Core Banking Systems

Required work experience

• Industry: Banking, Financial Services
• Role: Customer Service, Sales, Teller
• Years of experience: 3 to 6

Key Performance Indicators:

Customer satisfaction scoreProduct cross-sell ratioAccount activation rateTAT adherenceCompliance score

Required Competencies:

Customer OrientationCommunication SkillsSales DriveAttention to DetailTeamwork

Required Knowledge:

Banking productsKYC normsBranch operationsCore banking systems

Required Skills:

Interpersonal skillsMS OfficeCRM usageProblem-solving

Required abilities

• Physical: NA
• Other: Patience, Empathy

Work Environment Details:

Branch-based, customer-facing

Specific requirements:

• Travel: Minimal (local marketing)
• Vehicle: Two-Wheeler Vehicle
• Work Permit: Must be authorized to work in India

Other details:

• Pay Rate: Fixed + Incentives
• Contract Types: Full-time, Permanent
• Time Constraints: Standard banking hours
• Compliance Related: Adherence to RBI and internal policies