PSP Service Agent

Job Purpose:



Responsible for addressing customer needs, queries, and complaints, in an accurate and timely manner.

Principal Accountabilities:

Provide services and assistance to customers for Tasheel Al Islami and Cash Online systems specific to PSP business and as per Bank’s policies.

Ensure correct receipt/payment/refund of cash and accurately credit/debit the customers account and acknowledge the receipt to the customers.

To check and verify the serial number, as well as a copy of the list of transactions to be completed.

Ensure verification of the documents submitted and required to complete a transactions by typing allocated to its templates.

Ensure the cash balance and reconcile with system generated reports and Credit Tickets at end of each day.

Ensure to record the activity in Cash Register and sign the same before cash delivery.

Take interest to cross sell Bank’s products and services to support the achievement of PSP and Bank’s targets.

Ensure strict adherence to laid down procedures to avoid delay, errors, irregularities and risks to improve service standards on continuous basis to support the Bank’s quality initiatives and to improve customer satisfaction.

Monitor and improve customer queue time through Que-matic Productivity Report and ensure to provide fast, accurate, efficient and courteous service to all customers visiting the Branch and locations.

Educate customers about the convenience of using other PSP payment channels.

Provide any other service as directed to support the overall PSP services and banking operations of the Branch (where applicable)

Take active interest to build skills and develop competencies for self to hold higher responsibilities and to keep oneself updated with the Bank’s Operations Procedures.

May perform the following Teller functions:

Sell and buy TCs (traveller’s cheques), issue DDs (demand drafts) and exchange currencies by observing the procedures such as identification of the customer, authenticity of the draft, applying the approved exchange rate, to protect the interest of the customers and the Bank.

Over and above the existing duties and responsibilities, Tellers are required to issue Managers Cheques (MCs) to customers.

Requirements

Education and Experience:

Higher Secondary education. Formal training in banking would be an added advantage