Job Summary

To provide excellent service to all the walk-in clients and attend to all customer needs/ requests/ queries/complaints.

Job Description

Walkins

• Attend to all walk-in clients and ensure that they receive excellent service daily.
• Execute the highest level of professionalism while dealing with customers.

Managing Customer Complaints

• Ensure that all the details pertaining to complaints are obtained from the customers, logged into the bank’s complaint management system (BOC) and follow up for resolution of all complaints that can be resolved at First Point of contact.

Records management

• Receive, register/record and direct hand delivered mail to the Mail Centre
• Receipt, acknowledgement, and submission of treasury bills every Wednesday into the treasury box
• Maintain records of courier receipts for outgoing and incoming  mail for future reference.

Calls

• Attend to all Incoming calls on the general lines (2200 & 2000) from both internal and external customers in a professional manner.
• Execute the highest level of professionalism while dealing with customers.

Facilities management

• Engagement of Facilities Management to ensure that the reception area, waiting room and meeting rooms are organized, neat and cleaned, Air Conditioners & lighting appropriately maintained (including switching them off at end of day)

Technical Skills/Competencies

• Communication Skills
• Interpersonal Skills
• Problem Solving Skills
• Decision Making Ability
• Technical Inclination
• Organisational Skills
• Negotiation Skills

Behavioral Qualities

• Courteousness
• Helpfulness
• Assertive
• Initiative
• Perseverance
• Attention to detail
• Team Player
• Friendly
• Can do
• Integrity
• Reliability

Education

Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)