Customer Service Manager

Job Requirements

Role/ Job Title: Customer Service Manager

Business: Branch Banking

Function/ Department: Branch Banking

Job Purpose:

The role focuses on engaging with customers, managing retail banking operations, driving liability growth, and ensuring compliance with regulatory standards. The incumbent plays a key part in enhancing customer satisfaction, supporting cross-sell initiatives, and contributing to the overall performance of the branch

Roles & Responsibilities:

•          Process banking transactions such as deposits, withdrawals, and payments accurately and efficiently.

•           Maintain and balance cash drawers, ensuring accurate record-keeping of all transactions.

•           Promote and cross-sell bank products and services to customers.

•           Engage daily with customers to drive growth in Current Accounts (CA), Savings Accounts (SA), and Term Deposits (TD), along with cross-selling of asset and wealth products.

•           Achieve business targets as defined in the performance scorecard.

•           Provide need-based product solutions by aligning customer requirements with banking offerings.

•           Address customer inquiries and resolve complaints promptly and effectively.

•           Adhere to banking regulations and internal policies related to Anti-Money Laundering (AML), Know Your Customer (KYC), and Data & Information Security.

•           Assist in the closure of audit observations and ensure compliance with audit requirements.

Secondary Responsibilities:

•          Collaborate with branch team members to meet branch goals and service standards.

•           Maintain a high level of attention to detail and accuracy in all tasks.

•           Support branch operations during peak hours,

Qualifications:

Graduate

Years of Experience:

0 - 4 years