Job Purpose:
To enhance customer engagement and satisfaction by managing a portfolio of clients, ensuring seamless account operations, and promoting banking products and services. The role aims to increase customer retention, grow deposits, and drive adoption of digital channels while maintaining compliance with regulatory and ethical standards. Additionally, it involves fostering strong client relationships and delivering exceptional service to achieve branch performance goals.
Key Responsibilities:
- Account Opening as per KYC procedures
- Maintaining a relationship with the allocated portfolio of clients to grow client deposits
- Curb quiet defection by clients
- Increase product penetration through cross selling
- Ensure all customer addresses are updated to avoid RTS mail
- Follow up on activation of dormant accounts and funding of overdrawn accounts
- Sign up customers to internet banking, mobile banking and TPLUS
- Conduct the daily triple 1 customer calling solution by ensuring all customers who are:
a.) One-day old are thanked for opening new accounts with the bank
b.) One-week old are advised of the status of their ordered cheque books and ATM cards
c.) One month old are given a courtesy call and encouraged to take up more bank products and services.
- Achieve a high customer retention index from portfolio management.
- Achieve a set branch customer service satisfaction index.
- Process standing order instructions.
- Print customer statements
- Ensure adherence to SLA’s on all customer processes, requests, complaints etc.
- Comply with legal and ethical requirements in managing customer accounts.
- Ensure that stationery and product/promotional brochures are available and accessible to customers in the banking hall.
- Subscribe customers on e-channel platform.
- Process customer RTGS and swift payments.
- Custodian of cheque books and ATM cards.
Qualifications and Experience:
- Degree holder from a recognized university.
- Team working abilities and service oriented.
- 1-2 Years of Banking Experience
More Information
- Experience 1 - 2 Years
