Analyst, Client Services, Small Medium Enterprises

Overview

Manage customer service for MSME clients, ensuring best-in-class customer experience, handholding customers through transactions, and working closely with operations to ensure timely processing.

What you'll do

• Ensure NTB relationships of SME are engaged in a timely manner to deepen wallet share and ensure quick activation.
• Report all suspicious transactions to regional head and head customer experience.
• Maximise customer satisfaction, retention and cross-sell opportunities by maintaining "Top Of the Class" service standards in all client interactions (both internal and external clients).
• Maintain high level of knowledge across cash management products and trade products.
• Possess a good understanding of banking operating modules and be well versed with FEMA guidelines.
• Ensure customer concerns and complaints are satisfactorily resolved within the committed timelines.
• Manage face-to-face interactions with walk-in customers at the counter and initiate telephonic interactions with key influencers and stakeholders towards superior service delivery.
• Coordinate with Trade Operations / Service Desk for all queries relating to L/Cs, guarantees, buyers credit etc., and on other cash-backed products.
• Ensure customer transactions are processed by operations as per laid-down operating procedures and strict adherence to TATs.
• Comply with all internal process and compliance guidelines.

What you'll need

• Minimum 2 to 3 years of customer service experience in banking / financial services industry.
• Graduate / Post Graduate from reputed institutes.
• Sound understanding of cash management and trade products and associated technology platforms and operational procedures.
• Understanding of RBI regulatory guidelines on banking and local laws and regulations impacting businesses.
• Understanding of KYC requirements, including strong understanding of KYC requirements and anti-money laundering policies.
• Good understanding of the sales process and sound technical knowledge of banking operations and processes.
• Good customer and relationship management skills, interpersonal and communication skills.
• Good problem-solving, planning and organising skills.
• High emotional intelligence to connect with and help customers; ability to think aloud and empathise with customers.
• Self-starter and go-getter.

Nice to have

• Prior experience of banking and financial services.
• Knowledge of financial markets and products to assist in meaningful dialogue with clients.

Details

• Location: Hyderabad-DBIL.
• Schedule: Regular.
• Employment status: Full time.
• Work relationship: work closely with RMs, Product Management, Operations, Finance, Legal and Sales and Product teams in India to ensure seamless delivery to clients and smooth branch functioning.