Job Details

Customer Service Manager - Commercial Banking Group

Customer Service Manager

 Grade: DMII to MMI


 Job Role and Responsibilities:

  •    Owning the client and ensuring a superior level of customer service as manifested in minimal customer complaints and improved C-SAT score
  •   Being proactive, customer-focused and understanding client?s transaction needs
  •    Ensure an adequate understanding of bank?s products & processes. Keeping update with new product/process developments
  •   Acknowledging receipt of customer service request (for email/fax requests) with communication of expected TAT for service delivery
  •   Ensuring customer service requests tendered prior to branch cut-off are processed on same day. Informing clients and reporting authority in case of delays proactively
  •  Ensure use of pending folders for documents not processed at day end with knowledge of reporting authority
  •   To engage with customers on a regular basis. Sharing contact details with clients and ensuring availability on telephone/mobile phones
  •  Making arrangements for auto call diverts on mobile phone in case incoming call is not answered in 3-4 rings
  •  Escalate within branch hierarchy in case transactions pending beyond 2 hours for want of approvals, trade queries etc.
  • To track and liaise for ensuring corporate clients? working capital limit utilization:
  • o    Overall limit utilization
  • o    NFB product utilization e.g. LC/BG
  • Leveraging technological platforms such as Trade Online, Trade Connect, CIB, Import Document Management to provide seamless trade solutions to clients
  • Visit corporate clients along with branch account manager for feedback and rapport building


 Educational Qualifications

  • Graduate & Post Graduate with 4-6 Years work experience



Min Exp (yrs):


Max Exp (yrs):


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