Administrative Coordinator (FC3)

Summary

To provide excellent customer service at all times by adopting and utilizing the CIBC Caribbean Customer Service Standards. To provide administrative support to the branch by assisting with the delivery of a high standard of customer service and compliance to internal controls and procedures. Respond to and resolve customer inquiries and customer feedback (complaints) regarding transaction entries and other routine matters. Administers LAN functions including Branch Open & Close, Server maintenance, resolving any minor technical problems with premises and equipment including ABMs and computers.

Responsibilities

• Sales & Service:

  • • Ensure that the CIBC Caribbean Customer Service Standards are used in every interaction with customers.
  • • Accept inquiries and customer feedback from customers via the telephone and over the counter, taking ownership of the issue and referring to the relevant departments as required to reach resolution within the Bank’s set standards. Follow inquiries or investigations to resolution to maintain customer satisfaction ensuring that CIBC Caribbean established Customer Feedback Management process is followed at all times.
  • • Support the achievement of branch’s sales and service goals by recognizing sales referral and diversion opportunities ensuring that the quantity and quality of referral business is improved. Promote retail banking products and services as the opportunities arise.
  • • Contact customers to advice of solutions to inquiries or customer feedback. Resolution of customer feedback should be achieved within the period as stipulated in CIBC Caribbean Customer’s Service standards, ensuring adherence to the established time standards and tracking guidelines.
  • • Collect annual fees for rental of Safety Deposit Boxes, Night Deposit Bags and Safekeeping facilities and follow-up with customers for non-payment of fees.
  • • Receive and send completed cheque orders to printers. Receive cheque books from printers, organize and deliver to customers.
  • • Coordinate collection of cheque book fees from customers’ accounts and settle invoices with printers.
  • • Facilitate entry of customers to their Safety Deposit Boxes.
  • • Respond to telephone calls dealing with customer requests (rates, hours of operation, product information) referring only when necessary.

• Administration:

  • • Administer LAN functions including Branch Open & Close and Server maintenance. Be responsible for the daily download of CDP reports, Products, Fees, Accounts, FX rates etc. Ensure that in the event the connection to Host is lost that all entries are posted to the local server and once connection is restored, access system to forward all pending entries to Host.
  • • Be the primary point of contact between the branch and processing centre. Forward all inquiries or investigations to the units and follow for resolution to ensure that customer feedback or queries are resolved within the timeframes as provided for in the department’s Service Level Agreement and Customer Service Standards.
  • • Review, verify and provide overrides to CSRs and CSOs for items referred for authorization within delegated authority levels.
  • • Order, maintain and distribute office supplies and stationery to all departments, taking ownership of the stationery room, ensuring that supplies are organized and stored neatly and in line with CIBC Caribbean requirements.
  • • As a joint custodian with the CSM/ACSM maintain and balance the bulk supply of Travelers cheques, Local and Foreign Drafts.
  • • Assist the Senior CSR with loading/unloading ATM to ensure that adequate cash is available during peak periods.
  • • Maintain and balance the bulk supply of Convenience Cards (ATM), delivering to Retail staff as necessary.
  • • Take ownership of the Book vault ensuring that all documents are stored neatly and in line with the Bank’s archiving methodology and on a regular basis ship documents in the prescribed manner to the Records Centre. Be responsible for shredding reports and documents in line with CIBC Caribbean guidelines.
  • • Prepare courier bag for dispatch to the relevant centres, bundle and dispatch cheques, withdrawal and deposit slips, travelers’ cheques or drafts, remittance slips or copies, signing authorities and other miscellaneous vouchers.
  • • Collate branch currency totals and remit by spreadsheet via email to IPS.
  • • Open, verify, sort and distribute incoming mail including mail from the Processing Centre to the relevant departments for execution.
  • • Forward all Branch bills or A/c Payable to the Processing Centre for payment. Balance VAT collected to ABT and produce VAT invoices as required.
  • • Perform weekly, monthly, quarterly and annual balances and prepare related reports as required.
  • • Update Branch Operations and sundry Manuals as necessary.
  • • Clear fax machines daily.

Qualifications

• • Understanding CIBC Caribbean offerings in terms of sales and service.
• • General knowledge of brand principles and CIBC Caribbean’s business model.
• • Good knowledge of CIBC Caribbean Customer Service Standards and processes (what level of service will be provided to the customers)
• • Strong interpersonal skills to work with customers to successfully handle customer feedback, adhering to the Bank’s established Customer Feedback Management process & Service Level Agreements regarding time standards and tracking guidelines.
• • Good knowledge of Bank and Branch policies and procedures.
• • Good communication skills.
• • Knowledge of ICBS and ABT (Alliant Branch Teller).
• • Knowledge of computer applications, e.g. Microsoft Office
• • Good organizational skills.
• • The ability to effectively manage time.
• • Certificate at ACIB or First Degree would be an asset but is not a requirement
• • Good organization and analytical skills

• Experience Required:

  • • Experience in customer service and operational duties.

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