Job Summary

The BSA will assist branch walk-in customers in fulfilling service requests that fall under the ‘Quick Service’ category. 

Quick Services include: Statement printing, QID updates, CIF updates, Card activation , IBAN letter issuance , delivery of Liability /Obligation/Clearance letters

Responsible for migrating customers to digital channels & enhancing the client experience.

Key Accountabilities

Customer Assistance

- Customer oriented and service oriented. 

- To proactively manage the traffic in busy branches and assist in reducing wait times

- Execute bank initiative by promoting and educating customer to use alternative banking channels (in order to drive profitability and optimization of services.

- Referring new business opportunities to branch CSAs.

- Accept and process customer requests and forward to branch officers for onward processing.

- Assist other staff and other duties entrusted by the superiors.

- Ensure compliance with Operating procedures/policies

- Ensure that the banks literature displays and branding in the branch meet bank criteria.

Branch Process Facilitation

- Assist customer in fulfilling customer requests and follow internal SOPs/guidelines, while processing.

- Follow up and monitor status of customer applications to ensure they are within agreed service delivery standard

Continuous Improvement

- Contribute to the identification of opportunities for continuous improvement of systems, processes and practices taking into account ‘international leading practice’, improvement of business processes, cost reduction and productivity improvement. 

Policies, Systems, Processes & Procedures

- Follow all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.

Statements and Reports

- Assist in the preparation of timely and accurate departmental statements and reports to meet CBQ and department requirements, policies and standards.

Quality, Health, Safety, & Environment 

- Ensure all relevant quality, health, safety and environmental procedures, instructions and controls are adhered to so that the safety of employees, quality of products/services and environmental compliance can be guaranteed.

Related Assignments

- Perform other related duties or assignments as directed. 

Skills

Key Interactions

Internal

- Customer Service Agent, Branch sales Officers, Branch services assistant . 

- Other PIC within branch operation

External

- Branch Customer