Personal Banker - Inbound

About This Role

This personal banker role focuses on inbound customer interactions within branch banking, supporting daily operations and ensuring superior customer service. The position involves cross-selling banking products and services to contribute to business growth, while maintaining compliance with bank policies.

Responsibilities

• Handle day-to-day branch operations and customer service activities
• Ensure smooth processing of account opening, maintenance requests, and transaction servicing
• Monitor operational controls and adherence to internal processes
• Support cash, clearing, and transaction-related activities as per branch requirements
• Resolve customer queries and complaints within defined timelines
• Deliver a high-quality customer experience across all touchpoints
• Ensure prompt turnaround time for customer requests
• Cross-sell CASA, Fixed Deposits, Insurance, Investment, and other banking products
• Identify opportunities to deepen customer relationships
• Support achievement of branch business targets
• Ensure adherence to KYC, AML, audit, and regulatory requirements
• Maintain operational risk controls and compliance standards
• Assist in closure of audit observations and process gaps
• Coordinate with internal departments for customer servicing and issue resolution
• Support branch leadership in achieving operational excellence

Requirements

• Graduate in any discipline
• 1-4 years of experience in Banking Operations, Customer Service, Branch Banking, or Retail Banking Sales
• Customer relationship management skills
• Banking operations knowledge
• Sales and cross-selling skills
• Communication and interpersonal skills
• Problem-solving and analytical ability
• Knowledge of banking regulations and compliance

Nice to have:

• MBA/PGDM

Important Details

• Team: Reports to Branch Operations Manager / Branch Manager

About the Company

Kotak Mahindra Bank is seeking an Assistant Manager (M1) for its Retail Banking / Branch Banking Operations & Sales function.