Job Description

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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

-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

• 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

• To take accountability over Branch\'s compliance to the standard operating procedures and to ensure regulatory requirements are met towards achieving operational excellence

• Operational Authority

• To validate over-the-counter transactions on account opening, 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 me

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/Competencies *To be updated based on Competency Model

1. Computer literate

2. Attention to detail and strong math aptitude

3. Good interpersonal skill-friendly and polite

4. Good personal attributes-honest and able to work under pressure in a fast-paced environment.

CIMB