Senior Counter Service Advisor
Skills
About This Role
Job Purpose
To perform all financial transactions in risk free manner while maintaining the set service standards always Ensure adherence to policies and processes whilst trying to minimize operational losses.
To handle branch related counter transactions and replace CSM during his/ her absence.
Key Responsibilities
- Manage cash counter transactions of a branch with a customer base between >7K, portfolio size of AED. I00M in assets and 200M in liabilities
- Process all counter transactions accurately and swiftly and in accordance with the laid down Procedures.
- Strive towards reducing waiting time and serving time by efficient processing of all transactions.
- Strive towards managing customer expectation for each interaction.
- Ensure zero risk of cash differences by diligently, accurately and attentively processing all cash transactions.
- Be vigilant and alert to any possible fraud and risks.
- Provide continuous feedback and seek guidance and assistance and approval from direct supervisor on any irregular / or suspicious transaction.
- Adhere to transactions limit, override approval and call back processes at the counter.
- Errors free transactional report checking.
- Investigate thoroughly any differences in balancing and reconciliation of cash and other security items by following the standard process of checking/ scrutiny / investigation.
- Adhere to all policies and processes to ensure an acceptable risk rating of the counter area by Audit.
- Ensure accurate delivery/ receipt of cash to / from customers at all times.
- Assist CSM in handling day-to-day transactional and branch related activities.
- Endeavour to reduce customer wait time and serve time by efficient and risk-free processing of all counters related transactions at the branch.
- Ensure effective and timely implementation of changes / modifications to the processes and policies made by Head Office.
- Ensure 100% score at counter area with mystery shoppers.
- Cross sells MMC and other products.
- Ensure proper custodianship of all security items related to counter transactions
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Key Qualifications & Skills
- In depth knowledge of counter-related and dependent process Basic accounting and reporting knowledge
- Must possess good customer service and interpersonal skills.
- Ability to handle pressure
- Should be detail oriented, quick with numbers, very vigilant
- Ability to handle routine work with the same enthusiasm and vigor
- Process related to financial transactions
- Possess good communication and interpersonal skills
- 2 - 4 years of experience as a teller within banking industry.
Core Competencies
1. **Customer Focus:**
Demonstrates dedication to providing excellent service and achieving TNPS goals.
2. **Accuracy & Efficiency:**
Ensures cash and transaction handling is accurate and efficient.
3. **Compliance & Security:**
Adheres to all bank policies, regulations, and security protocols.
4. **Teamwork:**
Works collaboratively with the team to ensure smooth operations and adherence to service benchmarks.
5. **Integrity:**
Upholds ethical standards, ensuring no cash discrepancies or security breaches.
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