Job Description
Company Description
Our organization is dedicated to ensuring that all customer service requests, complaints, and inquiries are acknowledged, thoroughly understood, and efficiently resolved within strict Service Level Agreements (SLAs).
As a key escalation contact, this role provides specialized support for complex queries that frontline personnel cannot resolve, serving as the primary point of escalation for both clients and internal frontline teams to deliver an exceptional and seamless client experience.
Responsibilities
Key Responsibilities
1. Customer Support & Inquiry Management
Handle inbound telephone inquiries efficiently, providing accurate information regarding cheque book requests and related services.
Issue off-cycle account statements upon customer request, ensuring appropriate fee charges are applied and all source instructions are properly recorded.
2. Card Operations & Reconciliation
Receive, manage, and process ATM cards strictly in accordance with established policies and standard operating procedures.
Conduct daily reconciliation and balancing of ATM cards in coordination with the Asset Custodian.
3. Transaction Processing & Risk Control
Post financial and value-based transactions accurately within authorized limits and escalate entries to the Team Leader for verification.
Process cash transfer instructions in compliance with institutional policies, ensuring all required source documents are obtained and verified.
4. Issue Resolution & Tracking
Document and manage customer feedback by logging all complaints into the Customer Complaints Register and daily tracking systems (such as the Remedy Application).
Coordinate with relevant internal teams to ensure complaints are resolved promptly and satisfactorily.
5. Sales & Business Growth
Identify and act upon customer cross-selling and service migration opportunities, actively promoting bank products and services during client interactions.
Participate in tactical sales and marketing initiatives as assigned by management to drive business growth.
Requirements
Qualifications
Requirements & Competencies
Education & Experience
Academic Background: Minimum of a First Degree from a recognized tertiary institution.
Work Experience: 1 to 2 years of professional experience in branch banking, with a solid understanding of banking products, compliance procedures, and regulatory frameworks governing financial services.
Behavioral Competencies
Communication & Rapport: Excellent at articulating information clearly and establishing strong rapport with clients and colleagues.
Execution & Efficiency: Skilled at managing tasks, meeting strict timescales, and consistently producing high-quality output while upholding organizational standards.
Adaptability & Composure: Capable of embracing change, remaining calm under pressure, and seizing opportunities for service improvement.
Collaboration & Values: A strong team player who respects and values individuals while strictly adhering to established procedures.
Technical Competencies
Banking Operations: Deep knowledge of banking processes, procedures, and consumer banking products and services.
Customer Engagement: Exceptional active listening skills and professional telephone caller handling, backed by a strong understanding of consumer banking needs.
Risk Management: Competent in identifying risks and ensuring compliance with regulatory and institutional policies.
