Service Delivery Ambassador - Cash

Job Description

The Service Delivery Ambassador Cash is responsible for managing day-to-day branch operations with a strong focus on customer service, compliance, and risk management. The role includes handling customer transactions, cross-selling bank products, ensuring adherence to audit and compliance guidelines, and contributing to business growth by nurturing existing relationships and generating leads. Key Responsibilities: 1. Branch Operations, Compliance & Risk Management: Authenticate customer identity through signature verification and valid ID documentation before transaction processing. Ensure customer verification via phone or in-person contact as per internal norms and operating procedures. Report suspicious activities, operational deviations, or irregularities to the Branch Operations Manager / Branch Manager. Track and update inventory and deliverables in designated registers, with joint sign-off with BOM at day-end. Process customer service requests in a timely and efficient manner. Maintain organized records by filing vouchers, forms, and service requests appropriately. 2. Sales & Business Development: Meet cross-sell targets including Life Insurance (LI), General Insurance (GI), bill payments, and digital banking (Mobile & Internet Banking). Achieve Fixed Deposit (FD) mobilization targets. Generate and follow up on leads for asset products, fee-based services, Demat accounts, and other banking products. Build and strengthen relationships with mapped customers to enhance wallet share and customer retention. 3. Capability Building: Complete all mandatory training and development programs as scheduled. Obtain and maintain required certifications (AMFI, IRDA, NCFM, etc.). Continuously upgrade knowledge by reviewing relevant circulars, compliance updates, and operational manuals. 4. Audit & Compliance Adherence: Ensure strict adherence to regulatory, audit, and compliance standards. Maintain availability of updated brochures, forms, and marketing materials at the customer service desk. Participate in regular internal checks and audits to uphold operational integrity. Key Skills & Competencies: Customer-Centric Attitude Strong Knowledge of Banking Operations Good Communication & Interpersonal Skills Understanding of Regulatory & Compliance Frameworks Ability to Cross-Sell & Upsell Banking Products Attention to Detail & Accuracy in Documentation