Customer Service Representative - Branches

Reports To

Branch Manager

Job Purpose

Deliver high quality service to customers through providing banking services

Generic Accountabilities

Specific Accountabilities

1. Customer enquiries: Respond to customer enquiries and provide customer service and support
2. Sales opportunities: Identify sales opportunities and pass these to the correct branch colleague
3. Cash transactions: Process cash transactions after verifying signatures, dates, numerical amounts, account funds & ID checks
4. Reconciliations: Perform end of day reconciliations accurately and on time
5. Customer accounts: Receive returned cheques, new ATM cards etc. make required entries and advise customers
6. Customer administration: Send, receive and file telex confirmations and ensure transfers are properly processed
7. Customer records: Create, update and maintain relevant customer records ensuring that data is recorded appropriately
8. Other: Perform any addition duties that assigned by Manager

Job Success Factors

• High quality customer service
• Requests/applications accurately processed
• Returned cheques,, new ATM cards etc. handled without delay
• Money transfers accurately processed
• Successful identification of sales opportunities and transfer to a colleague
• Accurate records of transactions etc.
• Compliance with operational procedures and instructions, risk policies

Education

Experience

• Experience gained as part of the ABK training programme
• Experience of operational processes and procedures
• Handling customer issues and providing customer service

Skills

• Knowledge of products & services
• Understanding of customer needs
• High customer service level
• Strong communication and interpersonal skills

Work Contact

Internal Stakeholders: RLU, Cards Services, SQ and most RBD Departments 

External Stakeholders: ABK Customers

Interview Questions

JD Code

RBD 6.5