Job Description

Role Summary
The incumbent is mainly responsible for providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group's products and services and encouraging customers to increase their business with the Group.
Role Description
Proactively market the Group's products to increase sales volume and profitability, and to achieve or exceed set targets and goals.
Strive to be mindful of Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.
Enhance the Group's image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
Ensure customer satisfaction all times and resolve customer complaints timely and effectively.
Attend and resolve all customer queries at the branch within specified TAT to ensure customer satisfaction.
Cross-sell products to customers and leverage on existing customer base to improve profitability while driving customer retention.
Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
Build and maintain strong and effective relationship with branch customers and all other related units of the Group to achieve goals/objectives.
Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group.
Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.
Assist customers in filling out various forms and applications as requested such as opening an account; applying for an ATM, credit cards and checkbook; standing order instructions etc.
Coordinate with tellers and branch operations staff on an "as is needed" basis to ensure smooth operations, and timely and friendly service delivery.
Receive loan applications from customers and prepare the corresponding loan agreements, prepare Foreign Bills for Collection (FBC) requests, check dormant accounts, and scan approve customers' signatures.
Should be able to assume teller or branch operations staff responsibilities at peak times, or whenever necessary.
Refer to Head of Customer Service for any unresolved queries on transactions handled.
Monitor the service standards operational in the branch and look for creative ways to improve service delivery.
Ensure compliance to internal service quality standards and compliance to audit requirements.
Possess working knowledge of branch customer service to carry out duties and responsibilities.
Identify related areas for professional development
Qualifications
High School Certificate.
Awareness of branch customer service practices and regulations.
Required Special Skills:
Highly customer-oriented.
Outstanding interpersonal and networking skills.
Excellent oral and written communication skills in English and Arabic.
Analytical and problem solving skills coupled with decision making ability.
Working knowledge of banking products and marketing.
Understands the relevant laws, regulations and practices pertaining to Corporate banking products.
Ability to work in teams from diverse cultural backgrounds.