Customer Service Agent

Customer Relationship Interview and advise customers on all aspects of the banks full range of products and services assess opportunities for cross selling Engage in marketing activities of the branch and endeavour to identify and introduce new customers to the bank Conduct proactive calls when introduce special short time promotions in order to attract new customers to the bank Assist the customers in completing the required formalities as per banks requirements relating to the type of transactions they wish to avail Promote electronic and selfservice channels by educating customer to use ATMs POS call Centre SMS IVR Bank direct etc Receive customer complaints liaise with appropriate departments and ensure resolution in order to achieve customer satisfaction Arrange to forward all signed documents with the necessary approvals to the Opening Workstation for processing Ensure dispatch of all customer transactions received by branch to opening workstation and customer delivery as necessary and within agreed time frames Ensure completion of all financial and nonfinancial transactions passed during the day Liaise with branches departments and risk management with regard to referrals follow ups to ensure completion based on SLA s Followup on identified business opportunities and regularly update team leader about portfolio s accounts development Continuous Improvement Contribute to the identification of opportunities for continuous improvement of systems processes and practices taking into account international leading practice improvement of business processes cost reduction and productivity improvement Policies Systems Processes Procedures Recommend improvements to departmental procedure and direct the implementation of instructions and controls covering a specific area of activity so that all relevant procedural legislative requirements are fulfilled while delivering a quality costeffective service Statements and Reports Assist in the preparation of timely and accurate departmental statements and reports to meet CBQ and department requirements policies and standards Quality Health Safety Environment Ensure all relevant quality health safety and environmental procedures instructions and controls are adhered to so that the safety of employees quality of products services and environmental compliance can be guaranteed Related Assignments Perform other related duties or assignments as directed Other Accountabilities Key Interactions Internal Branch StaffRelationship Managers External Customers