Personal Banker

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

• Manage cash and non-cash transactions efficiently and accurately.

• Handle customer requests related to cash withdrawals, deposits, demand drafts, and cheque processing.

• Provide general banking information and resolve customer queries promptly.

• Maintain high standards of speed and accuracy in all transactional processes.

• Identify and promote cross-selling opportunities for other banking products and services.

• Ensure a positive and professional customer experience to foster loyalty and referrals.