Customer Service Representative

Summary

The Customer Service Representative provides excellent customer service at all times by adopting and utilizing the CIBC Caribbean Customer Service Standards. Meets transactional banking needs by providing a comprehensive range of day to day transaction services and assisting in promoting the use of self-serve banking channels, e.g. ATMs, Call Centres, etc. Responsible for servicing branch customers and identifying and referring sales and diversion opportunities undertaking a sales and service role, e.g. cross selling services and assisting with CIBC Caribbean’s Diversion Strategy. Responds to and resolves customer inquiries and feedback (complaints) by adopting the Customer Feedback Management Process and the Customer Service standards. Contributes to the achievement of customer service, sales and other branch targets and delivering quality service by acting promptly to reach satisfactory resolution to customers’ requests and enquiries.

Responsibilities

• Key Activities:

  • • Provide excellent customer service at all times by adopting and utilizing the CIBC Caribbean Customer Service Standards.
  • • Meet transactional banking needs by providing a comprehensive range of day-to-day transaction services and assisting in promoting the use of self-serve banking channels such as ATMs and Call Centres.
  • • Service branch customers and identify and refer sales and diversion opportunities, undertaking a sales and service role (e.g., cross-selling services and assisting with CIBC Caribbean’s Diversion Strategy).
  • • Respond to and resolve customer inquiries and feedback (complaints) by adopting the Customer Feedback Management Process and Customer Service standards.
  • • Contribute to the achievement of customer service, sales, and other branch targets by acting promptly to resolve customers’ requests and inquiries satisfactorily.

• Sales & Service:

  • • Complete customer transactions with a focus on speed, accuracy, and courtesy, including paying out various currencies and coins against authorized debit vouchers, cheques, and drafts.
  • • Accept and process withdrawals, deposits, utility bills, loan payments, credit card cash advances, local drafts, travelers’ cheques, foreign drafts, money orders, and over-the-counter cheques.
  • • Perform currency conversions by applying current exchange rates.
  • • Process payrolls as required.
  • • Support the achievement of branch’s sales and service goals by recognizing sales referral and diversion opportunities.
  • • Participate in promoting and marketing retail banking products and services as the opportunity arises.
  • • Ensure that all fees and charges are collected, where required.
  • • Respond to basic inquiries and customer feedback (complaints) and refer as appropriate to be satisfactorily resolved.
  • • Ensure adherence to the Customer Feedback Management Process and Customer Service Standards at all times.

• Administration:

  • • Process all debits, credits, and other miscellaneous transactions through the terminal before passing entries to the Operations processing centre, in the prescribed manner.
  • • Ensure the accuracy and integrity of all entries processed by verifying the identity of the client, balancing transactions, and avoiding revenue leakage.
  • • View ticklers and memos and take the correct action within the sphere of accountability.
  • • Control and manage assigned cash by following the Bank’s established security procedures and ensuring the assigned cash till is balanced daily, reporting any differences within established deadlines.
  • • Process outgoing clearing, ensuring that cheques are listed correctly, entries are balanced, float/holds are correct, and the body, figures, and endorsements are accurate.
  • • Maintain combination and keys as required.
  • • Work effectively with other Customer Service Representatives and branch personnel to achieve branch goals.
  • • Ensure all signatures are scanned correctly as part of the signature captures process.

Required Skills

• Knowledge/Skills Required:

  • • Understanding CIBC Caribbean offerings in terms of service and sales.
  • • Knowledge of the CIBC Caribbean’s Diversion strategy.
  • • Knowledge of the Bank’s products and services, channel functionality, and applicability to customer requirements.
  • • Knowledge of the Bank’s customer service standards and processes, including the level of service to be provided to the customer.
  • • Knowledge of roles and responsibilities within the branch to direct inquiries and/or referrals to the most appropriate personnel.
  • • Knowledge of job-specific processes and related computer applications, such as ABT and Microsoft Office.
  • • Self-motivated with the ability to effectively manage time.
  • • Good numeric skills.
  • • Certificate at ACIB would be an asset but is not a requirement.
  • • Excellent interpersonal skills to relate well with internal and external customers.
  • • Good organizational skills.
  • • Good communication skills, both written and verbal.

• Specialist knowledge required to undertake the role:

  • • Knowledge of job-specific and other branch processes, including products, services, and delivery channels, their features, and the most appropriate use.

• Experience Required:

  • • Experience in the financial services industry with cash and/or administrative exposure.
  • • Experience with customer service delivery.

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