Purpose of the Job:
To support the sustainable and profitable growth of the Bank by enhancing the attraction, satisfaction, and retention of customers through excellent customer service delivery, and improving the efficiency of the branch operation and resource utilization.
Main Duties and Responsibilities:
- Develop and implement service delivery plans and programs to optimize service excellence and customer experience in the branch.
- Ensure proper compilation of information for loan and foreign currency requests and submission of the same to the appropriate organ for further processing and approval.
- Communicate with customer relationship management and branches to ensure coordination, consistency, and to create selling and cross-selling opportunities, and assist in answering questions and resolving issues.
- Monitor customer service delivery in the branch and ensure that customer expectations are consistently met and exceeded.
- Work with the Branch Operations Director in establishing customer service, operational, and business objectives for the Branch.
- Provide input to the branch operation to support performance measurement and control.
- Contribute to the growth and expansion of service lines in the Branch and drivethe profitability and productivity of the Branch.
- Receive customer complaints and take immediate actions to solve issues under one’s authority and refer to the right unit for speedy resolution when necessary.
- Maintain adequate customer service staffing levels and ensure that all customer service personnel are properly trained with respect to product knowledge, service delivery, and communication techniques to meet customer service needs as well as business objectives.
- Collaborate with Marketing and Customer Management in implementing local marketing initiatives to promote the Bank and its products and services to local customers.
- Review Income and Expense Summary Accounts of the Branch, apply appropriate follow-up on controllable expenses, and ensure that the Branch’s books of accounts are in balance.