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

• Shareholder & Financial: Proactively market the Group's products to increase sales volume and profitability, achieve or exceed targets, implement KPIs and best practices, promote cost efficiency to optimize benefits, and act within delegated authority limits.

• Customer (Internal & External): Enhance the Group's image through proactive service, resolve customer queries within specified turnaround times, cross-sell products to improve profitability and retention, assist customers with product inquiries, maintain SLAs with internal units, build strong interdepartmental relationships, and provide accurate data to auditors and compliance teams as needed.

• Internal (Processes, Products, Regulatory): Serve as the first point of contact for customers, assist with account openings and related tasks, coordinate with tellers and operations to ensure smooth service delivery, handle loan applications and other documentation, cover teller or operations duties as needed, refer unresolved queries to management, monitor service standards for improvement, and ensure compliance with internal quality and audit standards.

• Learning & Knowledge: Maintain working knowledge of branch customer service, identify and pursue professional development opportunities, and stay current with industry developments.

• Legal, Regulatory, and Risk Framework Responsibilities: Comply with all legal, regulatory, and internal policies including AML, CTF, sanctions, data protection, fraud control, whistleblowing, and conflict of interest policies; adhere to the Three Lines of Defence principle; support risk management frameworks; complete mandatory training and seminars; and maintain qualifications to perform the role effectively.

• Other: Uphold data protection and confidentiality standards, maintain professional conduct to enhance the Group's reputation, and perform any additional duties as assigned by management.

Education and Experience Requirements

1. Bachelor's Degree, preferably in:

   • Marketing

   • Banking

   • Finance

   • Accounting

   • Economics

   • Business Administration

   • Information Technology or related field

2. No prior experience required.