Service Excellence Specialist

Job Role:

1

Portfolio

Handling of specified portfolio by providing services related to Legal Documentation and Credit Admin activities in CIIB. Working closely with the Cluster Manager to support for delivery of all actionables.

2

Sanction Letter

Issuance of sanction letter as per the terms and conditions of Sanction.

3

Security documentation

Issuance of security documents as per the terms of sanction.

4

Verification

Verification of Constitutional documents (MOA, Partnership Deed, etc.), Authorisations (BR, Partnership, Letters, etc.) for availing facilities, creating security, execution of documents and scrutiny of executed documents to ensure proper execution.

#Capability to check the original property documents submitted by the mortgagor at the time of mortgage creation in terms of Mortgage Deed / TSR

5

ROC / CERSAI related compliances

Ensuring registration of security charges in favour of the bank wherever applicable. Also removal of non-required charges if any

6

Document checking and limit loading

Ensuring proper execution of documents / compliance with the terms and conditions of sanction and receipt of approvals for deferrals in case of non-submission / discrepant documents.             

                                                                                                                                      #Handling Limit Loading in Banks systems

#Updation and Management of Security/Collateral

7

Security Creation / Perfection

Creation of security as approved and getting the security perfected in coordination with client / other banks.

8

Client Visits

Visiting clients’ office for execution of documents wrt Credit facilities sanctioned.

Attending consortium meetings for document execution. 

#Discussing with clients on negotiation in documents and seeking approval thereof.

Meeting clients on regular intervals to understand their service issues with the bank and getting them resolved with coordination with internal stakeholders.

9

Custodian

Ensuring proper care and safety of documents held in FRFC and complying with the laid down process / procedure for storage of documents.

10

Document Tracking

Tracking of documents for receipt; deferral; expiry etc through systems

11

Closure/tracking of deferrals

Ensuring that deferrals are closed within timelines by arranging necessary documents/ approvals.                 

Tracking deferrals for regularization with escalation to the concerned RM/Business under advice to Credit Approvers and monitoring expiry of documents.

12

Liaison  

With Business Teams, Legal; Credit; RMs; CPC, Audit, Service Providers etc for timely and quality deliverables by resolution of issues/ answering queries

13

MIS

Maintaining necessary MIS for reporting purposes.

14

Projects

Ensuring completion of projects allocated within the timeframe 

15

Audit

Handling of RBI/Internal/Statutory/Concurrent Audit requirements.

16

Limit closure

Handling Closure of limits and release of securities and issuance of No Dues Certificate

 Job Requirements:

• Relevant experience in handling legal documents / service relationship.
• CA/MBA with 5-7 years of experience
• Ability to Influence/relationship Management Skills.
• Analytical and financial skills 
• Strong communication.
• Eye For detail.

Responsibilities

1. Service Delivery & Client Experience Monitor and enhance service delivery standards across wholesale banking operations. Ensure timely resolution of client issues and service requests with a focus on quality and responsiveness. Act as a liaison between internal teams and clients to ensure seamless service execution. 2. Process Improvement & Operational Monitor and evaluate service delivery standards across wholesale banking operations to ensure consistent customer experience. Identify process improvement opportunities and work with cross-functional teams to implement service enhancements. Act as a liaison between business units and service teams to resolve escalations and ensure timely issue resolution. Analyze customer feedback and service metrics to generate actionable insights and drive continuous improvement. Support the implementation of service excellence frameworks and tools across CIIB functions. Conduct training and awareness sessions to promote a culture of service excellence within the organization. Collaborate with technology and operations teams to automate and digitize service processes for improved efficiency. Ensure compliance with internal policies, regulatory guidelines, and service quality standards.