Branches Senior Universal Operations Officer

Branches Senior Universal Operations Officer  

Cash:

Cheque transactions: Handle customer requests for cheque collections, Draft cheques issuance.

Cash transactions: Process cash transactions after verifying signatures, dates, numerical amounts, account funds & ID checks

Money transfers: Handling internal transfers, whether within same account or to other PBE accounts.

Document Processing: Process all documents related to cash activities promptly and accurately to ensure customer’s satisfaction using different bank systems, and keep them updated accordingly.

Reconciliations: Perform end of day reconciliations accurately and on time

Corporate governance: Ensure all activities comply with corporate governance & regulatory/legal frameworks

Operations:

Sales: Identify sales leads by talking to customers and understanding their requirements & directs them to sales team in the branch where a potential sales opportunity is identified.

Customer service:

Deliver high quality customer service and exceed satisfaction goals by reducing customer complaints and Ensure a culture of operational excellence to deliver sustained performance standards to our customers. Moreover, Act as the first channel in implementing the Retention Strategy, by talking to the customers who want to close their accounts and offering them alternative solutions.

Before the branch opens, ensure the queuing system is fully functional and ready for customer’s arrival and walking the queue ensures customers are directed to the correct counters/customer service desks / delivery channel for assistance,

Complaints: Resolve issues and complaints from customers to rectify causes to avoid recurrence and escalate issue when outside authority.

Customer requests:

Process requests from existing and new customers and provide them with excellent service from day one. Moreover, coordinate preparation and execution of account related documentation including mandates and application forms.

Resolve enquiries by identifying quick-kill queries and resolving directly with the customer.

Complete all paper work and documentation for customers who wish to execute transactions commercial or retail. such as; outward transfers, internal transfers , deposit cheques for collections, issuance of bank drafts, modify contact information and update KYC information, trade finance transactions, Stop payment, Print online statement, Set/Remove hold, SDB, Cleansing tasks, E-Banking cross selling , Mobile wallet cross selling and Deceased accounts ...etc.

Customer administration: Send, receive and file confirmations and ensure transfers are properly processed and holds custody of all customers’ documents and direct them as required.

Customer records: Create, update and maintain relevant customer records ensuring that data is recorded appropriately

Transactions: Process Branch non-cash operational transactions for example:-

IDCs , LGs and LCs

Outgoing transfers

Stop payment

Print statement

Experience:

       At least 2 years in a branch environment.

Experience in various banking roles including retail banking and operations.