Job Description

Job Category: Customer Support/Operations
:
Administer account opening activitiesand provide authorization to transact and validate branch operation transactions in accordance with the Banks' rules and procedures JOB DESCRIPTION
JOB TITLE CUSTOMER SERVICE OFFICER (CSO) - RETAIL & PREFERRED BRANCH
Grade
Location Retail & Preferred Branch
Reports to Branch Manager
Other Reporting Relationships -
Subordinates
Job Purpose To administer account opening activities. To provide authorization to transact and validate branch operation transaction in accordance to the Banks' rules and procedures.
KEY RESPONSIBILITIES
Sales & Operational Function o To be responsible for end-to-end process for over-the-counter transactions on account opening, cash and non-cash transactions according to advice slips or other negotiable documents.

• To be responsible on the accuracy and monitoring of the Branch's balancing activity on daily operations.
• To discharge duties instructed by ACSM/BM to serve business interests of the Bank.

Additional role for CSD at SME Desk:

• For CSO at SME Desk, please refer to CSO SME Branch Task List for additional responsibilities.
• To participate in promoting branch products and services through cross-selling activities.

Customer Relationship o To proactively identify, manage and propose effective end-to-end solutions to issues related to service delivery

• To supervise and resolve customer complaints raised by CSR Teller on requests, inquiries, problems and complaints

Process & Compliance o To take accountability over Branch's compliance to the standard operationg procedures and to ensure regulatory requirements
are met towards achieving operational excellence
Operational Authority o To validate over-the-counter transactions on account oepning, cash and non-cash transactions according to advice slips or other negotiable documents

• To approve rates, cash and check deposits up to authorized amount
• To act as Programme Champion for all sales, service and compliance module in view of training and educating branch staff
• To supervise staff in ensuring service and compliance standards are met

Key performance Indicators
Qualification
*Note : The qualifications indicated are the ideal requirements for the position. Exceptions may apply to internally promoted staff based on performance 1. Diploma/Degree
2. Other Qualification
Experience 3-5 years in relevant banking experience
Education & Training (or equivalent)
Skill/Compentencies
*To be updated based on Compentency Model
1. Computer literate
2. Attention to detail and strong math aptitude
3. Good interpersonal skil-friendly and polite
4. Good personal attributes-honest and able to work under pressure in a fast-paced environment.
SME DESK TALKLIST
JOB TITLE CUSTOMER SERVICE OFFICER (CSO) (Retail/Preferred)
Job Purpose To cross sell EB Products and services to business clients
Sales & Operational Task 1. Handle business current account with e banking sign up/business FD
2. Handle remittacnce inquiries and application for business clients
3. Cross-sell EB financing package ie Enterprise Portfolio Guarantee, Biz property Plus and Quick Guarantee
4. Cross-sell CAW AND Plug and Pay
5. Handle Bulk cash recepit and withdrawal transaction
6. Handle insourcing Self Service Terminal
Certification Compulsory to attend and complete SME Branch Certification Course

Skills Required