About this role
Key Result Areas
• Manage cash transactions through Teller counters at the new branch model.
• Strive towards managing customer expectation for each interaction.
• Minimize customer attrition and reduce liability & service application rejections.
• Customer acquisition through sales to walk-ins
• Take ownership of customer complaints and take them to resolution.
• Introduce & educate customers on the use of Bank alternative Channels & new digital technologies.
• UBO will be responsible for the achievement of KPI’s on personal Banking Products as well as cross selling other segment Products.
Operating Environment, Framework and Boundaries, Working Relationships
• Ensure compliance to policies and processes targeting “Zero” operational losses.
• Improve on service levels at the branch and take ownership of customer complaint for resolution.
• The UBO will have to handle customer with different demographics, without any bias on nationality, income or race.
• UBO is expected to work amicably with all support units and CCU and DBC to deliver a fulfilling experience without Channel disparity.
• The UBO is required to maintain good working relationships with clients to ensure in-depth understanding of the client’s business to achieve PB, & MG objectives.
Problem Solving
• The UBO will have to deal with unstructured and complex customer problems related to the Bank (not restricted to the Branch).
• UBO has to deal with all financial transactions problems whether cash shortage or excess or possibility of frauds.
• Taking ownership of customer problems and handling it till final resolution through coordinating with other partners.
• UBO has to log every customer complaint, inquiries and forward to Right Unit.
Decision Making Authority & Responsibility
• The UBO will be empowered to take decision on financial and non-financial issues of the customer (i.e. financial empowerment for waivers of charges on customer account).
• UBO will be empowered to put recommendations for changes in processes which may lead to reduction in cycle time, cost reduction and customer satisfaction.
Knowledge, Skills and Experience
• Thorough knowledge of Retail Banking products, processes services and policies. Banking
• University Graduate with 2-3 years of Branch Banking experience.
• Candidate must between the age group of 23-30 years.
• Preferred candidate must have banking experience a minimum of 2 years
• Computer literacy and tech savvy.