Customer Service Representative - Branches
Reports To
Branch Manager
Job Purpose
Deliver high quality service to customers through providing banking services
Generic Accountabilities
Generic Accountabilities are not specified for this role
Specific Accountabilities
- Customer enquiries: Respond to customer enquiries and provide customer service and support
- Sales opportunities: Identify sales opportunities and pass these to the correct branch colleague
- Cash transactions: Process cash transactions after verifying signatures, dates, numerical amounts, account funds & ID checks
- Reconciliations: Perform end of day reconciliations accurately and on time
- Customer accounts: Receive returned cheques, new ATM cards etc. make required entries and advise customers
- Customer administration: Send, receive and file telex confirmations and ensure transfers are properly processed
- Customer records: Create, update and maintain relevant customer records ensuring that data is recorded appropriately
- Other: Perform any addition duties that assigned by Manager
Job Success Factors
- High quality customer service
- Requests/applications accurately processed
- Returned cheques,, new ATM cards etc. handled without delay
- Money transfers accurately processed
- Successful identification of sales opportunities and transfer to a colleague
- Accurate records of transactions etc.
- Compliance with operational procedures and instructions, risk policies
Education
Diploma Degree or Equivalent Certification/Experience in Business Administration and Management
Experience
- Experience gained as part of the ABK training programme
- Experience of operational processes and procedures
- Handling customer issues and providing customer service
Skills
- Knowledge of products & services
- Understanding of customer needs
- High customer service level
- Strong communication and interpersonal skills
Work Contact
Internal Stakeholders: RLU, Cards Services, SQ and most RBD Departments
External Stakeholders: ABK Customers
Interview Questions
JD Code
RBD 6.5
Job ID 5520
This job has been sourced from an external job board.
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