Client Service Analyst
Deutsche Bank
- Mumbai, Maharashtra
- Permanent
- Full-time
- Best in class leave policy
- Gender neutral parental leaves
- 100% reimbursement under child-care assistance benefit (gender neutral)
- Flexible working arrangements
- Sponsorship for Industry relevant certifications and education
- Employee Assistance Program for you and your family members
- Comprehensive Hospitalization Insurance for you and your dependents
- Accident and Term life Insurance
- Complementary Health screening for 35 yrs. and above
- Provide Service and Operations support to the branch customers
- Ensure that DB standards with respect to Customer Service, Compliance, Operations and Corporate Security are adhered to
- Ensure total compliance of all regulatory and compliance guidelines (both internal and external)
- Single point contact for Branch Operations and Service
- Manage all Branch Customer service related activities
- Ensure that all branch transactions are processed accurately and timely.
- Responsible for maintaining customer complaints/request records at the branches
- Responsible for Overall Customer Service at the branch. Measured through
- Customer complaints pertains to the branch
- Service Request Pending
- Other source of information such as customer service survey
- Manage all Operations related activities at the Branch
- Gate keeping for account opening, Demat Account opening , Insurance and Investment forms
- Suspense Account Monitoring
- Daily Report Monitoring
- KYC Regularisation and KYC Renewal monitoring
- Minimize /control Ops Loss
- Conduct training for Sales/Frontline staff on KYC and other key operational processes
- Responsible for ensuring Fee/Charges from customers are levied for transactions processed at the branches and any exceptions are reported
- Ensure satisfactory audit rating in all internal as well as external audits
- Source leads/referrals from walk-in / existing customers and minimize time lag between referral & closure of business
- Ensure achievement as per Service Score Card on deepening the non-qualified customers through customer contact management
- Structured service call for all the new to bank customers and qualified / non-qualified customer base
- Strong knowledge of non-financial risks and controls
- Proven experience of working with controls processes
- Relevant experience in the Retail Banking / Private Banking sector or experience in financial services or consultancy (with Private Banking experience preferred but not essential)
- Experience working on small to medium scale projects
- University degree
- Strong quantitative and analytical skills
- Strong project management skills and a proactive team partner
- Influencing, negotiation skills and stakeholder management expertise
- Proficiency with Microsoft Office, e.g. Excel, Word and PowerPoint - automating tasks in Excel to improve efficiency a plus, but not mandatory
- Excellent command of the German language (written and spoken skills)
- Programming skills not expected, but a plus
- Proactive attitude and self-initiative
- Ability to think laterally
- Strong Team Player skills as well as working independently
- Eagerness to learn and adapt to new situations and processes
- Delivery-focused, able to manage multiple deliverables to deadlines
- Flexibility with respect to new tasks and the ability to work diligently in stressful situations
- Ability to learn quickly
- Driven and able to handle day-to-day routine as well as cope with shifting priorities and changing responsibilities to meet needs and demands
- Training and development to help you excel in your career
- Flexible working to assist you balance your personal priorities
- Coaching and support from experts throughout the bank
- A culture of continuous learning to aid progression
- A range of flexible benefits that you can tailor to suit your needs