Banker - Customer Experience

About the Role

The Banker - Customer Experience serves as a frontline professional in the Retail Banking division, dedicated to providing superior customer service and nurturing robust client relationships. The position emphasizes efficient customer engagement to establish the bank as their preferred choice, managing portfolios, fostering business expansion through cross-selling, ensuring operational excellence, and abiding by regulatory standards. This role is instrumental in enhancing customer satisfaction and overall branch performance.

Key Responsibilities

• Engage customers daily to promote growth in Current Accounts, Savings Accounts, Term Deposits, along with cross-selling related assets, wealth management products, Retail Trade Forex, and credit cards.
• Meet business targets as outlined in the performance scorecard.
• Provide tailored product recommendations by aligning customer needs with available banking solutions.
• Evaluate customer potential to boost product penetration per relationship.
• Secure referrals and pursue additional business opportunities from existing clients.
• Ensure rapid and customer-centric resolution of inquiries and complaints.
• Maintain compliance with banking regulations and internal policies such as Anti-Money Laundering (AML), Know Your Customer (KYC), and Data & Information Security protocols.
• Support closing of audit observations and uphold compliance standards.
• Conduct internal audits ensuring all regulatory and organizational guidelines are met.
• Deliver exceptional customer service aimed at reinforcing customer loyalty and retention.

Qualifications and Experience

• A graduate degree in any discipline is required; a postgraduate degree such as an MBA is preferred.
• 1 to 4 years of relevant experience in banking or related sectors is expected.

Skills and Attributes

• Strong capabilities in customer engagement and relationship management.
• Ability to comprehend and align customer needs with appropriate banking products.
• Excellent communication and problem-solving skills.
• High integrity and strict adherence to compliance guidelines.
• Proficiency in cross-selling techniques and portfolio management.
• Good knowledge of banking regulations and operational processes.
• Fluency in English with robust business communication skills.