Officer, Customer Service

About This Role

Sales & Business Development

• Actively promote and cross-sell FAB asset and liability products to new and existing customers.
• Identify customer needs and recommend suitable FAB products and services.
• Generate product leads from walk-in customers, referrals, and personal outreach.
• Assist in meeting branch and individual sales targets.

Service Excellence & KPI Delivery

• Achieve personal and branch service KPIs, including:
• Net Promoter Score (NPS) through positive and professional customer engagement.
• Complaint resolution timelines for customer service issues within SLA.
• Service Request (SR) turnaround times in line with agreed standards.
• Mystery Shopping scores through consistent delivery of FAB service standards.
• Handle customer queries, requests, and complaints professionally, escalating where necessary.
• Educate customers on FAB’s digital channels and self-service options.

Product Onboarding & Transactions

• Prepare, process, and review account opening forms, loan and credit card applications, and related documentation for completeness and accuracy.
• Ensure product onboarding is completed without errors and in compliance with FAB policies and regulatory guidelines.
• Process customer service requests efficiently, ensuring accuracy and SLA adherence.

Customer Relationship Management

• Maintain proactive communication with customers to build loyalty and strengthen relationships.
• Provide product information, clarify terms and conditions, and ensure customers are fully informed before signing agreements.
• Encourage customers to upgrade to higher-tier products and services where relevant.

Operational Discipline & Compliance

• Ensure all customer transactions and documentation comply with FAB policies, operational risk controls, and regulatory requirements.
• Adhere to information security policies, including secure handling of documents and maintaining a clear desk.
• Participate in mandatory compliance and operational training.

Treat compliance as a mandatory requirement, not a KPI.