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Job Name – Personal Banker Authorizer - Retail Interna Branch Banking
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Job Title : (Job Name) – Personal Banker Authorizer
Business Unit (PA) : Retail Branch Banking
Team : (Sub team in the PA) : Retail Branch Banking
Reports to (job) : Branch Manager
Location of role : Pan India
Job Fn : Sales & Branch Ops
Role Type: Individual Contributor No of direct reportees: Nil Travel Required: Moderate
Job Band Range : E1 – E4 JD Created date: 2014 JD Updated date : 20-12-2018
JD approved by (business) : (Rakesh Relan R4589) Version No : 2.0

Job Purpose
To work in an error free environment and ensure that all the processes as laid out by the bank are followed prop-
erly without any deviations with proper supervision of the tellers as per the expectations of the bank and its con -
stituents
To ensure that the branch customers are adequately serviced and appropriate products sold to them in a customer
friendly environment that in turn ensures the branch attains profitability on all parameters with superior customer
service and superior cross sell of products

Job Responsibilities(JR) : Actionable

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Interna  Maintain Daily Sales Report
l  Monitoring of CH 106 and CH 126 calling
Sales & and Process Implementation  Ensure quality new acquisition on SA and CA for
Resident/Non Resident
a. Depletion control
 Penetration of Saving Accounts on non liability customers
 Ensure that all staff are aware of the benefits that a cus-
tomer would enjoy if they do not opt for DNC registration
 Calling on Large Value Attrition:
a. Customers who have attrited over a certain value
(as defined by product) for both savings and cur-
rent accounts to be called and reasons ascertained
b. To impress upon customers to make us the pri-
mary bankers and ensure that all funds are re-
tained.
 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 re-
sources (BDR/COEX/Asset Coordinator) for optimal sales
support
 Penetration of FD to unique customers
 Responsible for penetration and activation of credit cards
a. Ensure that all sales staff pitch for enhancement
of limits
b. Promote active usage of credit cards
 Sales of Third Party Products to the customers
a. MF/Insurance/RBI Bonds
b. 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
a. Ensuring that customers make us their primary
bank
i. Knowing about where all the customer is
currently banking and moving him to our
Bank
ii. Ensuring that customer scope is done
and products targeted accordingly
iii. Sales to family members and associates
(all network)
 Attrition control of customers
a. Includes persuading the customer to continue and
if required renew FD’s
b. Monitor large amount movements / account clo-
sure from the deposit accounts and ensure that
customer does not attrite
c. Ensure that the marketing analytics list on possible
attrite, is called and retained

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Interna  Ensure that individual customers are grouped and
l Customer To Group (CTG) Ratio is maintained on
Managing Classic Portfolio the portfolio
o By grouping them with their family members who
already hold accounts with us
o 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
o Ensure that within each customer group a mini-
mum number of stipulated Income Generating
products are sold
 Ensure that the Customer Group profitability is achieved
o 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
 Lobby Management
Customer Services a. Queue handling
 Branch Administration including house keeping, upkeep, etc
 Ensure quality customer service is delivered
a. 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 TAT’s
a. Monitor all complaints received and ensure that
staff are closing it within the TAT
b. Improve customer communication on closures
c. Check with customers if the process of complaint
has been managed well
 Preventive complaint management
a. Asking for feedback from customers, who are not
complaining
b. 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
a. Check back on recent customer’s registered to
DBC channel and give any specific help required
b. 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 PB’s are dressed as per the dress code &
grooming standards.
 As vault custodian is responsible for all related process
Operations checks
 Joint custodian for sys-admin and setup within the branch
a. Ensure that password sharing does not happen
 Checking of all account opening forms and authorizing the
same before it being sent to CPU
a. Monitor CPU TAT’s
b. Ensure certification of documentation required for
opening and maintaining customer accounts

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Interna c. Exceptions
l d. Check Dummy a/c monitoring
 Error free documentation for all account opening
and all customer instructions (Stop payments, FD Closure,
etc)
a. Monitor and audit internally if this is being fol-
lowed 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
a. Monitor the same for all PB’s
 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 sta-
tionery) requirement and ensure that the same has been in-
dented 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 au-
thorized within the TAT and no entry is left unauthorized.
 Instant Accounts: To ensure that all instant a/cs are acti-
vated within 48 hours of dispatch
Corporate salary A/C’s to be sent to CPU only after thorough scrutiny
of documents. To ensure that there are no discrepancy in these A/C’s
so that there are no delay in activation
 Ensure that the branch have banners, collaterals, pamphlets
Marketing Activities as per the merchandising manual
 Ensure that 5-S norms are adhered to for all workstation in-
cluding 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 fol-
lowed (including amendment with new circulars)
 Monitor Staff productivity and give guidance on improving
the same in conjunction with the BM
 Ensure that all PB’s are sent for class room training on a reg-
ular basis

Educational Qualifications Key Skills

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 Classifi
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 Graduation: l  Banking Product Knowledge
 Post-Graduation:  Planning and Organizing Skills
Certifications:  Team Management / Interpersonal Skills
 AMFI Certification  Sales and Influencing Skills
 IRDA Certification  Communication - Written and verbal both
 NCFM Certification (Optional)  Knowledge of Competition
 CAIIB (Optional)  Awareness of Banking regulations
 Internal Certification (NR Modules)  Awareness of TF & FX
Experience Required
 Minimum experience in years – 4-5 yrs
 Exposure to banking preferable
Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)
 Customers
 Branch Banking Team
 Operations
 NR Product Team
 HLIC
 Insurance CAM
 MF Fund houses personnel
 HSL personnel

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