Job Purpose:

Managing end to end customer experience across the branch. Responsible to implementing and executing all customer service initiatives.

Key Responsibilities:

• Handling all walk-in customer queries i.e. inquires, Request and complaints.
• Account opening.
• Process ATM and cheque book orders.
• ATM card and Cheque book issuing and balancing.
• Mobile banking and Internet banking activation (inputter).
• Support customers in using bank’s products.
• Cross sale Bank’s products.
• Manage and ensure smooth collection of customer feedback.
• Work closely with Branch Service Focus Team (SFT) in resolving service challenges improving service delivery.
• Participate fully in all customer engagement activities.

Daily Responsibilities:

• Resolution of customer queries and keeping proper records of all interactions.
• Follow up on the resolutions of issues received and escalated to other units for resolution.
• Account opening.
• Mobile and internet Banking registration.
• Work as Customer service champion within a branch.