Urgent Requirement of Teller/Welcome
- HDFC Bank
- 0 - 5 years
- Delhi, NCR
- 5 years ago
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Job Description
Roles and Responsibilities
Teller
Operations
- Identify high transacting customers and reduce the transactions of these customers
- Identify Depleting customers and control them
- Reduce or improve on Band 1 and Band 2 Customers
- Reduce Band 1 and Band 2 Txns
- Handling of cash receipts and payments and ensuring transactions are carried out within the prescribed TAT without errors
- Cash balancing and Cash bundling
- Processing of Retail FX postings / Gold sales/Pre Paid Cards
- Issuance of DD/ MC (within prescribed TAT)
- Executing of funds transfer/ FD closure / Account Closure
- Processing of Salary Uploads
- Custodian for teller box
- Custodian for cheque drop boxes
- Ensure error free transactions of receipts & payments.
- Retail FX transactions processing.
- Vault Custodian
- Ensure highest level of customer service.
- Ensure that outward clearing process is adhered to.
- ATM custodian.
- Identification of counterfeit cash and ensure adherence of process laid down by the bank
Monitoring
- Monitor large amount movements and report them as per reporting schedule
- If more than 1cr ensure updation on the portal.
- Identification and Closure of TOD accounts on regular basis
- Identification and Closure of High Cheque return customers beyond the threshold.
- All high cash transacting Band 1 & 2 accounts to be marked with a low severity memo, to ensure that cash transactions are not allowed. Such customers to be directed to the BM based on f4 hotkey details.
- Identification of customers regularly visiting the counter and diverting them to Direct Banking Channels, including customers with high cheque returns, non-maintenance of AQB etc.
- Archival back-up
- Local stationery management - Proper Reorder levels / Indent security stationery at appropriate reorder levels.
- Preparation of voucher batch ticket for the day.
- Processing and follow up for admin related bills/ payments
- Periodic exchange of keys lodged with other branch
- Periodic Checking of Vault Register
- Management of clearing/ collection cheques/ FCY cheque collections
- ST35 monitoring.
Reporting
- Fortnightly reporting on cash transactions over Rs. 10.00 lacs
- Report for any suspicious transactions (also maintain the AML register)
- FX transaction reporting on time to TAG and Treasury Mumbai before Cutoff time using FX softwares.
- Reporting of suspense accounts, deferred accounts, accounts payable/ receivable, Reconciliation and maintenance of suspense accounts register, as per the required format and filing them
- Reporting of fortnightly suspense / TOD and QRS reports and filing them.
- CBDT schedules reporting to WBO before Cut off times
Maintenance
- Filing of MC/ DD stub copies and cancelled instruments
- Managing the returned cheques including proper maintenance of registers and customer intimation.
- Maintenance of counter stock register (DD/MC)
- Maintaining Salary uploads confirmations
- Maintaining Gold Sales Invoice Copies
- Maintaining Backup tapes
- Maintain the records for expense vouchers/ payments to vendors/ reimbursement to staff.
- Bulk Stock Register Maintenance
- Printing, checking &Filing of EOD reports (BJR/ Instruments issued/ EOD cash position etc.)
- Maintenance of records/ register for host entry GL209 posting.
- Maintenance of Voucher Movement Register
- Coordinate for binding of records/ sending the same to the vendor on regular intervals.
- Ensure correct updation and verification in E-call back
Customer Service
- Lobby Management
- Queue handling
- Proper house keeping, upkeep, etc
- Ensure quality customer service is delivered
- Escalate irate customers to Teller Auth or BM
- Recording complaints as per the specified process
- Resolving all complaints received (self, branch, other units) within the stipulated TATs pertaining to Teller area
- Monitor all complaints received and ensure that complaints are closed within the TAT
- Ensure customer communication on closures
- Check with customers if the process of complaint resolution has been managed well
- Preventive complaint management
- Asking for feedback from customers, who may not be complaining
- Discussing with staff the importance of getting feedback from customers on a regular basis
- Ensuring timely loading of Forex Plus card and Gift Plus card as per TATs
- Ensure Outward remittances and Other Retail Forex transactions are reported to Treasury Mid office within Cutoff time in Dealpro
Authoriser
Sales & and Process Implementation
- Maintain Daily Sales Report
- Monitoring of CH 106 and CH 126 calling
- Ensure quality new acquisition on SA and CA for Resident/Non Resident
Depletion control
- Penetration of Saving Accounts on non liability customers
- Ensure that all staff are aware of the benefits that a customer would enjoy if they do not opt for DNC registration
- Calling on Large Value Attrition:
Customers who have attrited over a certain value (as defined by product) for both savings and current accounts to be called and reasons ascertained
To impress upon customers to make us the primary bankers and ensure that all funds are retained.
- A/c Closure: To talk to all clients who have approached to close their accounts and ensure that genuine customers a/cs are retained.
- Managing and monitoring performance of the sales resources (BDR/COEX/Asset Coordinator) for optimal sales support
- Penetration of FD to unique customers
- Responsible for penetration and activation of credit cards
Ensure that all sales staff pitch for enhancement of limits
Promote active usage of credit cards
- Sales of Third Party Products to the customers
MF/Insurance/RBI Bonds
Ensure that requisite certifications are done (AMFI)
- Sales of Asset Products
- Disseminating product information to the customer and staff
- Audit & SQ Handling & Mandatory Compliances
- Basic Hygiene Parameter like "Customer Instruction FTNR, Demat FTNR, CASA Activation"
- Escalations Handling" and Complaints
- Maintaining Branch Upkeep and decorum at all times
- Enhancing customer wallet size
Ensuring that customers make us their primary bank
Knowing about where all the customer is currently banking and moving him to our Bank
Ensuring that customer scope is done and products targeted accordingly
Sales to family members and associates (all network)
- Attrition control of customers
Includes persuading the customer to continue and if required renew FDs
Monitor large amount movements / account closure from the deposit accounts and ensure that customer does not attrite
Ensure that the marketing analytics list on possible attrite, is called and retained
Managing Classic Portfolio
- Ensure that individual customers are grouped and Customer To Group (CTG) Ratio is maintained on the portfolio
- By grouping them with their family members who already hold accounts with us
- By grouping them with their family members post selling liability products to the family members, if they do not have banking relationship with us
- Ensure that optimal levels of Income generating Product Group Holding (IPGH) is reached
- Ensure that within each customer group a minimum number of stipulated Income Generating products are sold
- Ensure that the Customer Group profitability is achieved
- Manage Band 1 and 2 customers and ensure that they are moved to Band 3 and above
- Enhance Values within each of the customer groups
- Hand holding and mentoring resources at all levels
- Nurturing PBs on all Job Description of PBs
- Online updation of CRM at every stage of customer contact on the portfolio
Customer Services
- Lobby Management
Queue handling
- Branch Administration including house keeping, upkeep, etc
- Ensure quality customer service is delivered
Manage irate customers if required or escalated
- Recording complaints as per the specified process
- Resolving all complaints received (self, branch, other units) within the stipulated TATs
Monitor all complaints received and ensure that staff are closing it within the TAT
Improve customer communication on closures
Check with customers if the process of complaint has been managed well
- Preventive complaint management
Asking for feedback from customers, who are not complaining
Discussing with staff the importance of getting feedback from customers on a regular basis
- Promoting all direct banking channels and ensuring that the customer is utilizing the same
Check back on recent customers registered to DBC channel and give any specific help required
Monitor PB, PB-WD are selling aiding customers and are actively selling DBC services
- Responsibility of opening the customer account within the TAT.
Ensure that all PBs are dressed as per the dress code & grooming standards.
Operations
- As vault custodian is responsible for all related process checks
- Joint custodian for sys-admin and setup within the branch
Ensure that password sharing does not happen
- Checking of all account opening forms and authorizing the same before it being sent to CPU
Monitor CPU TATs
Ensure certification of documentation required for opening and maintaining customer accounts
Exceptions
Check Dummy a/c monitoring
- Error free documentation for all account opening and all customer instructions (Stop payments, FD Closure, etc)
Monitor and audit internally if this is being followed by all concerned sales staff
- Maintaining Tatkal kits as per laid down process
- Monitor lockers allocation and all other related operations
- Submission of daily e-schedule indicating the third party sales done
- Updation of LTS for the asset leads generated
Monitor the same for all PBs
- Updation of weed-out database on the portal
- Authorise all PB transactions and ensure that proper process has been followed
- Check all finware reports and action the same (CH 123, CH 167, BA 001, CH 180, ST 044, ST 043, SM 108, etc)
- Monitoring branch stationery (other than security stationery) requirement and ensure that the same has been indented for.
- Ensure that Branch batch is closed within 3 hrs of closure of branch limit.
- Checking of deliverable tally register
- All death claims to be settled within 15 days of submission of all documents
- Interface Entries: To ensure that all interface entries are authorized within the TAT and no entry is left unauthorized.
- Instant Accounts: To ensure that all instant a/cs are activated within 48 hours of dispatch
Corporate salary A/Cs to be sent to CPU only after thorough scrutiny of documents. To ensure that there are no discrepancy in these A/Cs so that there are no delay in activation
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
Staff Management
- Ensure that all staff are adequately trained on the Products of the bank and sales process
- Ensure that all staff are trained on the process to be followed (including amendment with new circulars)
- Monitor Staff productivity and give guidance on improving the same in conjunction with the BM
- Ensure that all PBs are sent for class room training on a regular basis
Desired Candidate Profile
- Planning and Organizing Skills
- Team Management / Interpersonal Skills
- Sales and Influencing Skills
- Communication - Written and verbal both
- Knowledge of Competition
- Awareness of Banking regulations
Job Classification
Industry: Banking, Financial Services, BrokingFunctional Area: Financial Services, Banking, Investments, Insurance,
Role Category: Retail/Personal Banking
Role: Retail/Personal Banking
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Any Postgraduate in Any Specialization, Post Graduation Not Required
Doctorate: Doctorate Not Required, Any Doctorate in Any Specialization
Contact Details:
Company: HDFC Bank LimitedAddress: HDFC Bank House, 2nd floor, Senapati Bapat Marg,, MUMBAI, Maharashtra, India
Location(s): Delhi, NCR
Keyskills: Customer Service Direct Banking Accounting Complaint Management DD Outward Clearing Payments Sales Invoice Invoicing Accounts Payable
HDFC Bank
HDFC Bank Limited HDFC Bank Ltd was promoted in the year 1994 by the premier housing finance company of the country, HDFC Ltd. The Bank commenced operations as a Scheduled Commercial Bank in January 1995. Today the Bank has a nationwide network of over 2000 branches and 5624 ATMs spread over 996...
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