Description Performance Indicators Customer Service:
Provide services to customers such as opening accounts - checking, savings, deposit, etc - or delivering credit cards, and ensure accuracy and compliance with procedures and regulations Attend to and resolve issues and complaints that arise with customers according to his delegated authorities. Refer to higher supervision in cases out side his authority Customers are satisfied with services at the branch
Sales Targets:
Meet customers in the branch or through sales calls to listen to their requirements, qualify the need, explain product and service features of Gulf Bank and overcome objections, aiming at closing the sale successfully Achieve and maintain monthly and yearly sales targets for loans, FDs, credit cards and salary accounts, follow up achievements and take corrective action whenever needed to Achievement of sales targets Customer Satisfaction keep sales targets achievements within track
Transactions:
Provide assistance to ROs for routine customer transactions (i.e: loan processing, account opening, establishing standing orders, etc.) and ensure that transactions are promptly logged and customer satisfaction is maintained Ensure completeness of required documents and accuracy of all transactions to prevent financial loss to the customer and/or the Bank Timescale of transaction logging Customer feedback Compliance with policies and procedures Accuracy of transactions
New requests:
Process requests from new customers, taking opportunities to act on additional customer needs identified by selling relevant products and services Requests processed in a timely and professional manner that meets customer
needs Reports:
Prepare different reports as required such as Fixed Deposit reports (monitoring maturity date and informing customers accordingly), outstanding limits exposures, salary transfers etc Accuracy of reports Timely submission of reports System Procedures: Follow necessary systems driven and paper based procedures ensuring that necessary follow-up administration to any customer interaction is completed satisfactorily Compliance with procedures Priority Customers: Establish, maintain and develop relationships with the branch’s upscale and strategically important customers through timely and effective responses to their queries and issues, ensuring that follow up action is taken to address these, while taking opportunities to sell additional products and services VIP customer satisfaction and retention Corporate Governance: Follow all relevant operational procedures and instructions so that work is carried out in a controlled and consistent manner Conform to risk policies and procedures to minimize the error ratios and customer frauds Comply to Basel II framework for all retail banking operations Compliance to operational procedures and instructions, Basel II & Risk Policies AML policy compliance Comply to Anti - Money laundering policies and ensure up-to-date knowledge on all existing and new updates
Reporting to the Branch Manager, the jobholder is responsible for sourcing customers for own
territory/target segment as applicable, respond to enquiries and maintain an updated customer
database. He is also expected to meet customers to listen to their requirements, qualify the need,
explain product features and overcome objections, aiming at closing the sale successfully, while ensuring requisite documentation is completed
6. COMMUNICATION AND WORKING RELATIONSHIPS:
Internal: Daily communication with Credit Division Committee regarding processing applications, and credit card production division
External: Daily interaction and communication with clients
- Company industry:
- Banking
- Job role:
-
Marketing and PR
