Build relationships with the bank’s customers and maintain good disposition towards all customers to ensure the bank retains the existing accounts.
Identify service improvement opportunities through interaction with customers.
Resolve customer complaints and issues and seek feedback on service quality and customer satisfaction levels
Attend to all customer needs and instructions such account opening, ATM card request and renewals, cheque book requests, enquiries such as standing orders, instant statement, stop cheque payments, account closure, fund transfers-TTS, EFTS, RTGS, etc. while ensuring compliance to bank policies
Manage access to the customer service desk such that access is restricted to prospective account holders to prevent leakage of information to strangers.
Identify customer needs and proactively seek to provide products/service to meet the identified needs.
Reactivate dormant accounts.
Assist clients in applying and issuing for counter leaves and bankers’ cheques as and when they visit the branch and preparing confirmation letters for customers
Cross sell different bank products like bancassurance and source new business both digital banking and insurance from walk in clients
Pick up cheque books and ATM cards from KYC/ Data department and issue them to customers.
Monitor that all accounts opened are CDD/KYC complaint