Customer Services Lobby Management at branch Ensure quality customer services are provided at branch Handling Customer Complaints o Manage irate customers if required or escalated o Recording complaints as per the specified process o Resolving all complaints received (self, branch, other units) within the stipulated TATs o Monitor all complaints received and ensure that staff are closing it within TAT Monitoring Welcome desk for overcrowding Branch Operations Reviewing E call back report Review of ST 044 report Review of CH 106 Report Checking Monitoring Key register / Password Handover and Takeover at branch Monitoring of Tatkal kits issued at branch. Monthly verification of gold packets for Gold Loan. Approval for processing of Funds Transfer / issuance of Cash Withdrawal Slip in absence of cheque Monitoring Sign in / Sign out report on daily basis Surprise verification of Bulk Stock held at branch / Deliverables held at branch Fortnightly surprise verification of branch ATMs. Monitoring utility bill payments for the branch. Monitor and update 1 Core transaction in portal. Tallying and monitoring of suspense account at branch on daily basis Monitoring activation of dormant account for branch as per process. Monitoring account closures Monitoring Stop payments and Hotlisting reports Monitoring dummy accounts of branch Monitoring of pending register and instructions at branch. Sending monthly reports to Zonal office Monitoring Blocked accounts at branch Monitoring activation of dormant account Monthly Locker reconciliation basis BA 126 report Maintaining the branch Locker Key Confirming the cash deposit stamp to be used by the branch teller on daily basis Approval for all retrievals / sending documents to records management vendor. Promoting all direct banking channels and ensuring that the customer is utilizing the same Maintain the Circular File of the Branch- Downloading of circulars to all staff ATM upkeep/ maintenance ensure as per HDFC standards Daily Reports / checking & ensure proper filing done All reporting is done on time to the cluster coordinator.- BOM to be responsible Ensure smooth functioning of all teller counters Ensure that printers/ faxes/Xerox machine / note counting machine fix accountability for each To ensure all mandatory posters are displayed at all times. Review of all mandatory reports at branch Checking of Account opening forms at branch Monitoring of late sitting and Batch closure as per banks time lines. Monitoring LTR & Welcome calling Review Report in place on daily basis Effective migration of portfolio customers from physical mode to Digital Platform. Ensure all legal and regulatory letters responded on time. Surprise verification of all operational area To ensure migration of physical transactions both financial and non financial to digital To ensure that all process lapses and critical lapses observed in previous audit are adhered and no repeat comments Follow up with customers for compliance of Regulatory requirements o Form 60/61 o FATCA / CRS o Re-Kyc documents.
Branch Efficiency Monitoring Hygiene parameters for the branch SA/CAActivation SA/CA Depletion AOF FTNR FTNR of Customer instructions Demat FTNR Credit Card Activation Demat Activation Ensure Improvement in Band 1and 2 customers Updation of UAS Alerts under BOM . Digitization To ensure migration of physical transactions both financial and non-financial to digital DAP Migration of Leads Marketing Activities Ensure that the branch have banners, collaterals, pamphlets as per the merchandising manual Ensure that 5-S norms are adhered to for all workstation including self Branch Administration including housekeeping, upkeep, etc