Senior Officer - Customer Relations

About This Role

Job Purpose:

To support and enhance branch sales and service performance by delivering high-quality client support with a strong focus on professionalism and effective communication. The role aims to identify and develop new and existing business opportunities through excellent service to both current and prospective clients, while providing ongoing support to Relationship Managers (CBI First & Edge) to ensure consistent, client-focused engagement and operational efficiency.

Main Responsibilities and Accountabilities:

1. Ensure highest level of customer service is provided for all clientinteractions. Should service the customers belongs to CBI First, Edge, Select admass segments.
2. Ensurethat serviceand onboardingrequests are processed withzero errors.
3. EnsureSLA ismet withal theservice requestreceived.
4. Assistwith administrative tasks atthe branch.
5. Identify new and existing business opportunities via providing best service to the existing and new clients.
6. Work with business partners/ Channels, stakeholders across segments to identify business opportunities to improve products and propositions and enhance pre-and-and-sales experience for customers.
7. Manage customer complaints and coordinate with respective units to resolve it on higher priority basis.
8. Ensure Customer profile reviews/remediation is completed in a timely manner in line Central Bank C internal guidelines.
9. Review the customer risk category and manage the upgrading and the downgrading of customer risk profile periodically.
10. Support the Relationship Managers and the Branch Manager with any documentation requirements for the product selling and review.
11. Ensure suspicious activities/breaches are escalated and risk incidents reported.

Education:

• Bachelor’s degree in any academic discipline.

Professional / Technical Qualifications / Diplomas:

• Banking Diploma, Core Banking training courses, and/or Customer Service-related certificates.

Experience:

• Minimum of 3 years’ experience in Relationship Management, Customer Service, and

Sales withing the banking sector.

Other Skills Required for the Job:

• Proven skills in retail banking sales management.
• Strong networking abilities to collaborate effectively with internal and external stakeholders.
• Proficient in Microsoft Office and banking systems.
• Excellent communication and presentation skills.
• Capable of meeting challenging targets and deadlines while managing multiple projects simultaneously.