Job Description

Seva Sarthi: The concept of Seva Sarthi was implemented in the bank as
part of BPR (Business Process Re-engineering) initiative. The role of ‘Seva Sarthi’ was introduced so that customers visiting the branch get necessary
assistance. The prime objective is to give personal attention to walk-in
customers, extend support in transacting, facilitating migration to alternate
channels etc. It was introduced to project a positive image of the bank and to
enhance customer experience.
Roles and Responsibilities of Seva Sarthi :
❖ To educate customers to utilize services available through self-service
channels.
❖ To convince, help and support the customers in giving feedback for services
availed.
❖ Providing first level assistance to visitors / customers at the Branch.
Ensuring customers are provided necessary assistance in transacting the
business and overseeing the employee’s response to customers.
❖ Reducing cost and staff workload by migrating customers to alternate channels
digital channels like ATM, ADWM, INB, YONO etc.
❖ Increasing sales focus by making available information on various products
and services of the bank to customers / visitors.
❖ Ensuring HNI / Wealth / Premier customers are given proper attention /
recognition while handling and priority in service.
❖ Making available product information brochures, forms, applications etc. to
visitors / customers.
❖ Helping less tech savvy customers in using alternate and digital channels
and providing necessary guidance for adoption. Directing them to
concerned counter / officer in case of need.
❖ Keeping an eye on the waiting hall to ensure that no customer remains
unattended and proactively helping them in conducting the required
transactions (e.g. provide them with necessary forms that need to be filled
before they reach the counter).

❖ Suggesting customers regarding the facility of Toll-free numbers / Call
Centre / WhatsApp Banking for account balance related information and
other requirements related to ATM / INB / Account Statements etc.
❖ Direct customers to the concerned officer for cross-selling of products and
services.
❖ To possess thorough knowledge of transactional banking products &
services and general awareness about loans / advances offered by the
bank.
❖ In addition, Grahak Mitra should have basic operational knowledge of ATM,
ADWM, INB, UPI, and other digital products.

Age Criteria: 21 to 28 last