Role Summary

The incumbent is mainly responsible for providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group’s products and services and encouraging customers to increase their business with the Group

Role Description

Proactively market the Group’s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.

Carry out branch cash and other teller-related transactions in a timely and efficient manner to facilitate achievement of pre-approved branch targets, as and when required

Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.

Attends and resolves all customer queries at the branch within specified TAT to ensure customer satisfaction.

Cross-sell products to customers and leverage on existing customer base to improve profitability while driving customer retention.

Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.

Build and maintain strong and effective relationship with branch customers and all other related units of the Group to achieve goals/objectives.

 Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group.

Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.

Assist customers in filling out various forms and applications as requested such as opening an account; applying for an ATM, credit cards and checkbook; standing order instructions etc.

Coordinate with tellers and branch operations staff on an “as is needed” basis to ensure smooth operations, and timely and friendly service delivery.

Receive loan applications from customers and prepare the corresponding loan agreements, prepare Foreign Bills for Collection (FBC) requests, check dormant accounts, and approve customers’ signatures.

Should be able to assume teller or branch operations staff responsibilities at peak times, or whenever necessary.

Refer to the Customer Service Supervisor for any unresolved queries on transactions handled.

Monitors the service standards operational in the branches and looks for creative ways to improve service delivery.

Ensures compliance to internal service quality standards and compliance to audit requirements

Process transactions (cash, checks, remittance requests, credit card and loan payments etc) in compliance with the approved policies/ procedures and the applicable regulatory guidelines.

Experience

Relevant diploma/Bachelors degree

Relevant experience related to branch customer service in a major banking institution.

Awareness of branch customer service practices and regulations