Customer Service Officer

Job Description

Carries out all branch tasks ensuring all activities are completed within timescales and with a

high degree of accuracy, whilst providing excellent customer service, to both external and

internal customers, and adhering to all appropriate processes and procedures.

Ø Provides guidance and advice to customers through the delivery of excellent customer service

to resolve customer queries and achieve customer satisfaction always complying to the Staff

Code of Conduct.

Ø Performs any other duties or tasks as required or instructed by the Line Manager to support

the smooth operation of the branch.

Ø Conform to the requirements of BCM. Maintains awareness of the branch Business Continuity

Plan and undertake appropriate training to ensure correct action is taken in the event of an

incident or disruption.

Ø Be the custodian of the deliverables – Debit cards, Credit Cards, Digital Access Cards,

Statements, Digital Banking User ID, Cheque Returns, Balance transfer, Credit card cheque,

Loan on Card Cheque, Liability Certificate, Foreclosure Letter, Police Letters, IBAN Letter, Reference Letter, Balance Confirmation Letter, Account Closure Letter and Cheque Book. Ø Adhere to the Service Standards of the Bank and be fully compliant with it. Ø Digital Migration is a key to the role and needs to migrate customers to digital channel. Ø Performs assigned service tasks and ensures adherence to timescales with utmost accuracy whilst providing excellent customer service and adhering to all appropriate process and procedures and enables department to achieve high performance standards without compromising on quality. Ø Performs the branch tasks under supervision of the Line Manager to support the smooth operation of the branch. Ø Ensure adherence to department's policy, procedures, standards, reporting requirements, and relevant regulatory and statutory requirements whilst always complying to the staff code of conduct and providing excellent customer service. Ø Identifies and acts on ways to improve working knowledge and skills and to be a team player and assist in the smooth operation of the department. Ø Coordinates and monitors the implementation of identified initiatives as per implementation strategy and road maps defined for smooth delivery of project whilst coordinating and collating requests received by stakeholders for new projects.

• PROBLEM SOLVING & COMPLEXITY:
  
  

Perform tasks and duties under direct supervision, using well-defined policies and procedures. Work is

reviewed by supervisor and offers very limited opportunity to exercise independent judgment and

decision making.

• INTERACTION:
  
  

Interactions are to advise or counsel, to solve recurring and structured problems with individuals within

or outside organization, or to plan or coordinate work efforts with other employees who are working

toward common goals in situations where relationships are generally cooperative. Interactions are

moderately structured and routine and may involve employees belonging to different business

functions.

• FRAMEWORKS, BOUNDARIES, DECISION MAKING AUTHORITY:
  
  

Functions within the framework and boundaries of the Banks policies, Standard Operating Procdures

as well as the overall organization and governance frameworks.

• COMPETENCIES:
  
  

Behavioural competencies: Analytical thinking, fostering teamwork, initiative

Functional competencies: Managing performance, Customer orientation

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