Customer Service Officer-BB

Job Purpose

• Managing service needs of walk-in SME customers. To ensure that SE Account Manager’s involvement in operational issues is brought to minimum level
• Execution of maintenance activities including KYC handling and Compliance related activities and exception handling
• To ensure ‘superior customer service’ delivery and being the single point of contact for SE AM’s handling all escalated and complex customer complaints effectively in a timely manner
• Maximize cross-sell opportunities by referring the leads to the SE Account Manager

Key Result Areas

• Assist the SME relationship management team in the branches in maintaining and developing both existing and prospective relationships.
• Provide full customer service and handling of all the walk-in SME customers’ + CIBG customers covering all the maintenance activities and complaints handling, thereby, ensuring minimum involvement of SE AM’s in operational & service related issues.
• Resolve all customer complaints as quick kills using CRM and follow up on reversals and waivers as per the delegation matrix.
• Explore potential cross-sell opportunities from existing portfolio of customers & refer / assist the Relationship Management Team in closure of the leads through CRM.
• Liaise regularly with various departments (e.g. CPC, FTC, OPS, Compliance, Credit Ops…etc) within the bank and entertaining requests and enquiries pertaining to Cheque Clearing and other transactions and/ or documentation.
• Assist the SE AM in ensuring all documentation is up to standard and up to date and ensuring that MER exception items are kept to a minimum.
• Adhere to all policies with regard to KYC/ AML as set out by the bank from time to time.
• Update line manager on daily business activities for better controls.
• Update all customer interactions on CRM.
• Handles all allocated functions with strict adherence to set processes.
• Enhance usage of Alternate Delivery channel.
• Assists RMs in conducting day to day transitions.
• Timely resolution of MER cases in transactions, Account Opening & all maintenance activities.
• Conducting on-site visit to Micro segment customers for any compliance/other units related queries, if required
• Handling of defined branch retention process for Early Settlement of SME Loans as well as Attrition process for SME Business Current Accounts.

Operating Environment, Framework and Boundaries, Working Relationships

• The job holder needs to work closely with SME Account Managers & Central team members to provide state of the art services to the walk-in clients in timely manner.
• He/ She must ensure full adherence to the KYC/AML & other compliance policies of the bank.
• The job holder is supposed to work closely with other staff members in the branch to effectively coordinate various service requirements of the client. Also, he/she needs to explore cross-sell opportunities in consultation with Branch Manager/ SSM / SSO / SE AM’s
• Adherence to SOP for each customer segment.

Knowledge, Skills and Experience

• Banking Sales & Service experience
• Excellent communication and objection handling skills.
• At least 2 years+ relevant banking experience in local or international market
• Graduate
• Positive attitude, strong work ethics & good team player.
• As per the organization’s competency framework, the job holder needs to possess minimum level of competencies as mentioned below.

1. Customer Focus

3. Interpersonal Relationships