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, Customer Services
- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
- Act within the limits of the powers delegated to the incumbent.
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.
- 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.
- 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 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.