Personal Banker-Inbound_BRANCH BANKING_0466_1280_1010640

Personal Banker - Inbound (Branch Banking Service) | Kotak Mahindra Bank

Role Purpose

The Personal Banker - Inbound is responsible for handling branch-based customer service, cash and non-cash transactions, account servicing, and cross-selling banking products while ensuring a superior customer experience and operational accuracy.

Key Responsibilities

Customer Service

• Act as the first point of contact for walk-in customers.
• Resolve customer queries related to accounts, deposits, payments, and banking services.
• Deliver a seamless and high-quality customer experience.

Transaction Processing

• Handle cash and non-cash transactions accurately and efficiently.
• Process:
  • Cash deposits & withdrawals
  • Demand Drafts (DD)
  • Cheque transactions
  • Account servicing requests
• Maintain operational accuracy and TAT adherence.

Sales & Cross-Selling

• Identify customer needs and recommend suitable banking products.
• Cross-sell:
  • Savings Accounts
  • Fixed Deposits
  • Insurance Products
  • Debit/Credit Cards
  • Other retail banking products

Operations & Compliance

• Ensure process compliance and regulatory adherence.
• Maintain proper documentation and transaction records.
• Follow KYC, AML, and bank operational guidelines.

Required Skills

• Customer Service Orientation
• Cash Handling
• Banking Operations
• Communication Skills
• Attention to Detail
• Relationship Management
• Sales & Cross-Selling
• Problem Solving

1. Manage cash and non-cash transactions efficiently and accurately.
2. Handle customer requests related to cash withdrawals, deposits, demand drafts, and cheque processing.
3. Provide general banking information and resolve customer queries promptly.
4. Maintain high standards of speed and accuracy in all transactional processes.
5. Identify and promote cross-selling opportunities for other banking products and services.
6. Ensure a positive and professional customer experience to foster loyalty and referrals.