Personal Banker

Darwinbox Digital Solutions Pvt Ltd.; Chennai; On-site; INR 300,000 - 600,000; Full time

Job summary

Darwinbox Digital Solutions Pvt Ltd. seeks a detailed and customer-focused banking operations associate in Chennai. You will manage account opening, maintenance, and closure processes, handling customer inquiries while ensuring timely and accurate documentation.

Role requires strong adherence to bank procedures, risk controls, and quality standards, with proactive liaison to internal teams to resolve deferrals and ensure service excellence.

Qualifications

• Experience in bank operations or customer service.
• Familiarity with account opening processes and documentation checks.
• Strong communication skills and high attention to detail.

Responsibilities

• Run the processes for account opening, maintenance & closure per YBL process.
• Handle customers’ enquiries and instructions while meeting delivery standards and satisfaction.
• Ensure adherence to forms, checklists, approvals and documentation standards.

Skills

Customer service

Process adherence

Documentation accuracy

Stakeholder coordination

Tools

5S

ISO 9001:2000

Six Sigma

Job description

• Run the processes for accountopening, account maintenance & account closure related formalities as perYBL process
• Handle customers’ enquiriesand instructions, whilst ensuring that the Bank’s delivery standards are metin achieving total customer satisfaction. e.g. timely checking of accountopening documentation, opening of Accounts etc.
• Ensure adherence to process& documentation standards (e.g.,forms/checklists, welcome calling,approvals, etc.)
• Ensure pro-active &sustained liaison with NOC, Product, Sales RM, etc. where required
• Maintain strict vigilance onthe quality of forms and documentation provided
• Ensure timely follow up withSales RMs of all BUs for resolution of any outstanding deferrals.

2.Transactions Related:

• Ensure proper scrutiny of alltransactional documents submitted by the customer vis-à-vis branch checklistto ensure all that all necessary documents are submitted by thecustomer.
• Address all transactionrelated enquiries i.e. pre, during & post transaction processing &escalations
• Ensure strong monitoring ofall transactions

3.Service & Quality:

• Ensure that all people,process, data & systems in the branch are well attended to deliverconsistent & superior levels of service to all customers.
• Ensure that adequate records& data pertaining to customer queries and complaints is maintained &analysed for achieving greater process efficiency
• Ensure daily / weeklymonitoring & analyses of various data points & reports that havebearing on Customer Service & process adherence.
• Play a pro-active role in newproducts, processes or systems roll out impacting the clients
• Coordinate with relationshipmanagers and meet / interact with key clients on a periodic basis to stocktake on service levels and customer satisfaction.
• Ensuring collection of CSSforms on periodic basis and sent to NOC.
• Implementation of 5S, ISO9001:2000, Six Sigma standards & meet/exceed set quality parametersconforming to the standards.

4. Audit& Compliance:

• Responsible to follow allprocess, policies as per guidelines & audit rating of the branch
• Ensure comprehensivecompliance with all internal, regulatory and statutory requirements asrelevant for various product and services from a branch perspective
• Attend to any audit findingsand resolve them immediately as applicable

5.Others:

• Maintain highest levels ofdiscipline (punctuality, attendance, grooming standards etc) in the office
• Ensure timely escalation ofissues that is impacting business and possible solutions to address theconcerns to the BSDL.
• Manage Local Vendors /agencyrelationships to ensure smooth execution of transaction
• Responsible for Branch upkeep& maintenance and control over the cost
• Must be thorough with bankingprocesses, regulations & guidelines across
• Comply with bank policies andprocedures to ensure safety and security of bank's and customer's assets