Lobby Manager-Branch Banking-Branch Banking

Job Description

About The Role JOB ROLE "¢ Participate in the Lobby Experience Model, serving as assigned person to welcome the customer, direct them as appropriate based on their identified needs and encourage utilization of self-service channels, carries a tab to help the customer navigate MB and NB as customer is waiting. "¢ Support Bank guidelines for delivering and coaching exceptional customer experience including proactively greeting customers, smiling, using their name and ending each interaction (whether in person or phone) by saying "Thank you for banking with Kotak, is there anything else I can do for you today (customer name)?" Maintain a professional manner to build customer confidence and trust. "¢ Take ownership of error resolution including resolving situations escalated by br. staff, as well as routine customer problems and referring more complex issues to supervisor or platform. Follow-up with issues as required to ensure timely and accurate resolution. "¢ Possess and maintain thorough knowledge of procedures; build and maintain productive partnership with Regional Operations to ensure branch achievement of pertinent SQ goals. "¢ Demonstrate teamwork by proactively assisting other branch colleagues when needed as well as actively participating and contributing during Branch Team meetings and leading portions as necessary. "¢ Lobby manager to be equipped with a TAB to give Digital Demo to the customer. "¢ Designated retention specialist JOB REQUIREMENT: "¢ Should have atleast 4-6 yrs of branch banking experience "¢ Strong verbal communication and interpersonal skills. "¢ Ability to interact with all levels of management. "¢ Proven work leadership and coaching skills. "¢ Proven ability to effectively handle difficult customer conversations. "¢ Well-organized individual with time management and prioritization skills, with ability to work under critical time constraints. "¢ Proficiency with Digi & tab as well as e-mail. "¢ Ability to stand for long periods of time. "¢ Ability to interact with customers in an open face-to-face work environment.