About this role
- Branches Senior Universal Operations Officer Cash: Cheque transactions: Handle customer requests for cheque collections, Draft cheques issuance.
- Cash transactions: Process cash transactions after verifying signatures, dates, numerical amounts, account funds & ID checks Money transfers: Handling internal transfers, whether within same account or to other PBE accounts.
- Document Processing: Process all documents related to cash activities promptly and accurately to ensure customer’s satisfaction using different bank systems, and keep them updated accordingly.
- Reconciliations: Perform end of day reconciliations accurately and on time Corporate governance: Ensure all activities comply with corporate governance & regulatory/legal frameworks Operations: Sales : Identify sales leads by talking to customers and understanding their requirements & directs them to sales team in the branch where a potential sales opportunity is identified.
- Customer service: Deliver high quality customer service and exceed satisfaction goals by reducing customer complaints and Ensure a culture of operational excellence to deliver sustained performance standards to our customers.
- Moreover, Act as the first channel in implementing the Retention Strategy, by talking to the customers who want to close their accounts and offering them alternative solutions.
- Before the branch opens, ensure the queuing system is fully functional and ready for customer’s arrival and walking the queue ensures customers are directed to the correct counters/customer service desks / delivery channel for assistance, Complaints : Resolve issues and complaints from customers to rectify causes to avoid recurrence and escalate issue when outside authority.
- Customer requests: Process requests from existing and new customers and provide them with excellent service from day one.
- Moreover, coordinate preparation and execution of account related documentation including mandates and application forms.
- Resolve enquiries by identifying quick-kill queries and resolving directly with the customer.
- Complete all paper work and documentation for customers who wish to execute transactions commercial or retail. such as; outward transfers, internal transfers , deposit cheques for collections, issuance of bank drafts, modify contact information and update KYC information, trade finance transactions, Stop payment, Print online statement, Set/Remove hold, SDB, Cleansing tasks, E-Banking cross selling , Mobile wallet cross selling and Deceased accounts ...etc.
- Customer administration: Send, receive and file confirmations and ensure transfers are properly processed and holds custody of all customers’ documents and direct them as required.
- Customer records : Create, update and maintain relevant customer records ensuring that data is recorded appropriately Transactions: Process Branch non-cash operational transactions for example:- IDCs , LGs and LCs Outgoing transfers Stop payment Print statement Experience: At least 2 years in a branch environment.
- Experience in various banking roles including retail banking and operations.