Job description
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, Corporate Customer Services
-Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
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.
-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.
-Prepare CB MIS reports as and when required by RM, Sector managers or senior manager CB to ensure they have timely and accurate information available.
-Update and input customer information/data to ensure customer's status on System is current
-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.
Education and Experience Requirements
- Bachelor's 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