Role Summary :
marketing the Group’s products and services and encouraging customers to increase their business with the Group.
Role Description :
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.
Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
Ensure customer satisfaction all times and resolve customer complaints timely and effectively.
Attend and resolve 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.
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.
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 scan approve customers’ signatures.
Should be able to assume teller or branch operations staff responsibilities at peak times, or whenever necessary.
Refer to Head of Customer Service for any unresolved queries on transactions handled.
Monitor the service standards operational in the branch and look for creative ways to improve service delivery.
Ensure compliance to internal service quality standards and compliance to audit requirements.
Possess working knowledge of branch customer service to carry out duties and responsibilities.
Identify related areas for professional development
High School Certificate.
Awareness of branch customer service practices and regulations.