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, 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 Officer, Corporate Customer Services
• Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
• 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.
• Ensure customer satisfaction all times and resolve customer complaints timely and effectively.
• Attend and resolve 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/accurate data to external / internal Auditors, Compliance, Financial Control and Risk when required.
• 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 scan 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.
• Monitor the service standards operational in the branch and look for creative ways to improve service delivery.
• Ensure compliance to internal service quality standards and compliance to audit requirements.
• 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::

• Diploma 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