Job 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.

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.

- 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.

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 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

D. Learning & Knowledge:

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

- Identify related areas for professional development of self.

E. Other:

- Ensures high standards of confidentiality and ethics to safeguard commercially sensitive information.

Education/Experience Requirements:

- Relevant diploma/Bachelors degree

- Proficient, typically a minimum of 0-2 years, experience related to branch customer service in a major banking institution.

- Awareness of branch customer service practices and regulations.

Required Special Skills:

- Highly customer-oriented.

- Outstanding interpersonal and networking skills.

- Excellent oral and written communication skills in English.

- Analytical and problem solving skills coupled with decision making ability.

- Working knowledge of banking products and marketing.

- Understands the relevant laws, regulations and practices pertaining to retail banking products.

- Ability to work in teams from diverse cultural backgrounds.

Operating Environment/ Location:

- The referenced position will be based in assigned country location and will involve liaison with the support functions in the group.

Framework and Boundaries:

- Group's overall strategic plan.

- Budgetary targets.

- Applicable policies and procedures.

- Relevant regulatory pronouncements of the applicable local and international regulators and related best practices pertaining to retail banking.

- Delegated authority as per the delegation of authorities structure.

Communications and Working Relationships :

- Divisional and departmental officers of Retail Banking and all other related departmental officers in order to evaluate, investigate, resolve/ finalize all the issues relating to customer service at the branch.

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