Shailesh Rao

• Checking of all account opening forms and authorizing the same before it being sent to WBO.
• Monitoring Tatkal Kits issued to customers.
• Checking of account opening forms / documentation /customer instructions at branch.
• Clearance of exceptions raised by the concurrent audit team
• Monitoring Cheque dummy account on daily basis.
• Authorization of Stop Payment requests at branch.
• Authorize all Welcome Desk transactions and ensure that proper process has been followed
• Monitoring branch stationery (other than security stationery) requirement and ensure that the same has been indented for Branch
• EOD Stock tally of all the deliverables at branch
• Monitoring Hygiene Parameters and Depletion control
• Activation
• FTNR on CASA
• % age of forms on hold

Sales :

• Ensure that Welcome Desk generate Sales References for Liability products
• Ensure Cross Sell leads for Credit Cards are given to the BDR
• Generate leads for Third Party Products and Ensure it get closed.

Customer Service:

• Lobby Management
• Ensure quality customer service is delivered
• Recording complaints as per the specified process
• Resolving all complaints received (self, branch, other units) within the stipulated TAT’s pertaining to teller area & Welcome Desk
• Monitor all complaints received and ensure that staff are closing it within the TAT
• Improve customer communication on closures
• Preventive complaint management
• Promoting all direct banking channels and ensuring that the customer is utilizing the same

• Authorization & verification of all transactions as below
• RTGS & NEFT
• Funds Transfer
• Cash Withdrawals and Receipts
• Salary Uploads
• A/c & Term deposit closures
• Maintaining of cash within retention limit
• Ensuring that fake notes if any, detected are handled as per guidelines prescribed
• Ensuring that reasons for large value cash deposits / withdrawals well documented and acceptable from AML prevention angle
• Branch and Vault Key custodian
• Reconciliation of ATM attached to the branch
• Control on stock of security items
• Ensuring that there is no income leakage while closing deposits and ensuring charges wherever applicable are recovered as per schedule prescribed
• Providing prompt response to AML alerts
• Handling Cheque referrals
• Ensuring all complaints are resolved up to customer satisfaction
• Maintain lobby hygiene
• Acquisition of new CASA & FD accounts