Client Care Officer

Summary

Act as the first point of contact for clients by welcoming and directing them based on their needs, relationship preference and available service options. Support branch management by monitoring the service delivery at the branch ensuring that a high standard of professional service, including value-added after-sales service, is always delivered. Monitor client traffic to ensure that wait times are kept to a minimum. Listen for opportunities and make recommendations including making referrals or proposing other channels to meet client needs.

Responsibilities

• Provide superior service through greeting and directing walk-in and clients to the appropriate branch personnel.:

  • • Assist clients with information and directions to correct queues.
  • • Ensure that clients’ waiting areas are maintained as per bank’s standard.
  • • Action client queries and direct to appropriate resource for resolution.
  • • Ensure that product material and other client materials are readily available.
• • Provide branch management with client feedback on their in-branch experience.
• • Achieve assigned cross sell and referral targets by opportunity spotting and educating clients about appropriate products and services to satisfy needs.
• • Provide relief as Client Service Representative as the need arises.
• • Assist with support functions after the close of business each day and during banking hours as required.
• • Print Interim Statements.
• • Perform Cheque Book Custodian duties by processing cheque book requests and maintaining system when received.
• • Clear Cheque Deposit Box.
• • Conduct the verification process for cheque deposit envelopes and night deposit log.
• • Assist with daily recording of all returned cheques in register.
• Deliver returned cheques:

  • • call clients and follow up; prepare uncollected cheques to be dispatched in a timely manner.
• • Ensure that relevant large transaction and suspicious transaction reports are completed promptly.
• • Assist in monthly verification activities.
• • Perform other job-related duties assigned from time to time.

Required Knowledge, Skills and Competencies

• • Knowledge of Microsoft Office Suite.
• • Knowledge of the Bank’s policies and procedures.
• • Knowledge of the proceeds of Crime Act (POCA).
• • Knowledge of the Bank’s Code of Ethics and Service Standards.
• • Client-centric with good interpersonal, communication and complaint handling skills.
• • Ability to work in a fast-paced environment.
• • High degree of confidentiality.
• • Ability to multitask.

Preferred Qualifications

• ★ Bachelor’s degree in Business Management or related discipline from a recognized tertiary institution.
• ★ Training in Customer Service would be an asset.
• ★ At least two (2) years’ working experience in customer service.
• ★ Prior experience in a Commercial Bank would be an asset.

Additional Information and Instructions