Job Purpose 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.

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial:

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

-          Strive to be mindful of Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.

-          Implements KPI’s and best practices for Associate, Customer Services

-          Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

-          Act within the limits of the powers delegated to the incumbent.

B. Customer (Internal & External):

-          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.

-          To assist customers in all their queries on Bank’s product and seek solution to their requests.

-          Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

-          Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.

-          Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

C. Internal (Processes, Products, Regulatory):

-          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 Manager, Customer Services 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

D. Learning & Knowledge:

-          Possess working knowledge of branch customer service to carry out duties and responsibilities.

-          Identify related areas for professional development of self.

-          Proactively identify areas for professional development of self and undertake development activities.

-          Seek out opportunities to remain current with all developments in professional field.

Education & Experience Requirements:

-          Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),

-          No years of experience required