Job PURPOSE

Handle the branch lobby traffic, direct customers and commit to the service standards set for the bank, will also be responsible for referring products to customers and direct them for usage of alternate channels either electronic or responsible area.

KEY ACCOUNTABILITIES

Service Quality

• Ensure that all customer interaction begins with the standard service greeting to maintain service quality standard and provide daily service indicator report, also obtain a satisfaction confirmation and customers' suggestions for better service before leaving the branch.

• Refer products based on customer potential when possible and maintain good relation with customers while working on increasing the customers' base through getting NTB referrals from the walk in customers.

• Direct customers to alternative channels to reduce customer load in branches and improve the customer journey perception about different channels of service.

• Contribute in updating “KYC” documents, through referring customers with outdated information to the concerned party

• Managing the queuing system by understanding and resolving customers inquiries and requests to achieve customer satisfaction

• Responsible for campaign effectiveness survey with customers to measure customer satisfaction.

Marketing

• Ensure that all marketing materials are well presented and promotion materials are removed once promotion is over upon receiving notification from marketing department to assure customers are getting updated info to maintain the branch ambiance

Policies, Processes and Procedures

• Follows all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner

Day-to-day management

• Follows the day-to-day operations related to own jobs in the Branch to ensure continuity of work

Compliance

• Complies with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks."

Qualifications and experience

• Bachelor’s degree of Commerce, Business Administration, Accounting or its equivalent.

• Minimum 1 year of relevant experience.

Skills and Knowledge

• Presentable and well groomed

• excellent communication skills

• Knowledge of all retail banking products and services.

• Knowledge of all banking instruments (Withdrawal slips, Deposit slips, cheques, etc...) used in the branch.

• Basic Knowledge of Know your customer-KYC, Anti Money Laundry -AML and compliance requirements

• Knowledge of Quality Service

• Good command of English Language, extra language is an advantage.

• Basic computer skills