JOB PURPOSE
- To create a positive introduction for the customer by putting them at ease, identifying their specific requirements and then directing them to the appropriate department. To identify the cause of bottlenecks and delays in the provision of efficient service and bring it to the attention of the department head immediately
KEY RESPONSIBILITES
- Welcomes customers upon arrival at the branch, identifies their transactional needs and then ensures that they are migrated to the most applicable department where possible.
- Ensures that regular demonstrations are held to explain the usage of electronic banking and other remote channels.
- Contributes to meeting all customer service targets e.g. Net Promotor Score (NPS) scores.
- Identify customers’ transactional needs correctly, resulting in them being migrated to the appropriate channels.
- Identify customers’ banking requirements correctly, resulting in them being provided with the most suitable products/services.
- Ensures that customers waiting to be assisted, are attended to promptly.
- Monitors queues in the banking hall and bring delays to the attention of management.
- Monitors and assist any irate or unhappy customers and intervene immediately.
QUALIFICATIONS
- Degree in Business Commerce or equivalent qualification with 3-4 years experience
- Branch banking experience with exposure to frontline sales and service support
- Digital Intelligence / Technologically Savvy will be an added advantage
- Dedicated and Client Focused with excellent communication skills.
- A good understanding of the entire Bank’s full range of products.
- A good knowledge of the Bank’s service principles
- Proficiency in MS Office Suite
- Experience in Self-Service Channels