JOB PURPOSE
Responsible for customer experience and desired image of the bank in the way they handle customers and provide the relevant information to ensure growth in terms of new customers, retention of existing customers and deposit mobilization
KEY RESPONSIBILITIES
Welcome and attend to customers at the branch, responding promptly to
inquiries and resolving complaints effectively.
Accurately record and document all customer feedback, including
complaints and compliments.
Proactively engage customers with inactive and dormant accounts to
encourage reactivation
Assist customers with account opening procedures, ensuring all required
documentation is completed.
Conduct KYC (Know Your Customer) and AML (Anti-Money Laundering)
checks to verify customer identity against shared information.
Identify and report any suspicious, and fraudulent customer activities.
Distribute the bank's product flyers and introduce key features to customers,
ensuring proper follow-up
Cross sell bank products to existing customers to increase product per customer
Coordinate agent visits.
Efficient execution of client's instructions and follow up.
Collect and relay customer feedback.
Ensure the banking hall is well stocked with promo material and necessarystationery.
Management of turnaround time on customer queries as per the set SLAs
Queue management in the banking hall.
Ensure exceptional customer experience.
Monitor the ambience and cleanliness of the banking hall throughout the day.
Facilitate applications of channels as requested by the customers
Coordinate the postage of parcels from the branch to designated recipients and back.
Responsible for basic office supplies such as stationery, water etc
To perform any other duty as assigned in line with the Organizational goals and objectives
QUALIFICATION AND EXPERIENCE REQUIREMENTS
Bachelor's degree in business related field
2 years' experience in the banking industry
Proven patience in handling people of all levels
Has clear communication skills
Good knowledge of bank products
Has a high level of attention to detail
Has good Emotional Intelligence
Interested candidates who meet the criteria above