Key Accountabilities

-   Manage & Digitize incoming banking transaction traffic at Branches & Premium Banking Hubs

-   Build sustainable relationships and trust with customer through open and engaged communication model

-   Well presented in terms of manners, dress, turnout and client attitude. 

-   Identify and assess client needs holistically at point of contact & deliver delightful experiences

-   Collect customer feedback on product ranges and new releases, as well as preparing reports, and work as client advocates with product teams to collaboratively deliver desired product / service solutions.

-   Generate sales leads at point of contact based on assessment of client needs. 

-   Provide accurate, valid and complete information by using the right tools & process

-   Meet personal/customer service team sales targets and call handling quotas

-   Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

-   Follow communication procedures, guidelines and policies

-   Tracking customer experiences across online and offline channels.

-   Collaborating with other Retail teams to enhance customer services and brand awareness.

-   Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.

-   Performing product tests, evaluating after-sales and support services, and facilitating improvements.

-   Documenting processes and logging technical issues, as well as customer compliments and complaints

-   Identifying customer needs and taking proactive steps to maintain positive experiences.

-   Developing feedback surveys

-   Scheduling in-person and video meetings with customers & prospects as and when needed.

-   Thinking of ways to show appreciation for loyal clients and improving overall brand experience

Skills

Key Interactions

Competencies

Communication

Customer Service

Integrity/Ethics

Interpersonal Skills

Quality

Risk Management

Strategic Thinking/Management

Teamwork

Education

Bachelor degree or equivalent