Banker - Customer Experience

About the Role

This position focuses on delivering exceptional customer service with the goal of becoming the preferred banking partner through effective and efficient customer interactions. The individual will be entrusted with client engagement, customer service excellence, operational activities, liability growth, and cross-selling within the assigned branch, while ensuring full compliance with regulatory standards.

Key Responsibilities

• Engage daily with the assigned customer portfolio to build Current Account (CA), Savings Account (SA), Term Deposits (TD), and cross-sell asset and wealth products.
• Achieve business targets as specified in the performance scorecard.
• Provide customer-centric product solutions tailored to client needs aligning with business objectives.
• Evaluate customers' likelihood to adopt products and maximize penetration across various offerings per customer relationship.
• Generate additional business leads through existing customers.
• Promote a customer-first approach ensuring prompt resolution of inquiries and complaints.
• Ensure strict adherence to banking regulations and policies including Anti-Money Laundering (AML), Know Your Customer (KYC), and data and information security protocols.
• Collaborate to close audit observations promptly.
• Conduct audits to verify compliance with internal and external regulations and guidelines.
• Deliver top-tier customer service to strengthen the bank-customer relationship.

Success Indicators

• Growth in CA/SA/TD portfolios
• Increase in customer’s wallet share
• Achievement of product cross-sell targets
• Performance measured via scorecard

Educational & Experience Requirements

• Graduation in any discipline
• 3 to 4 years of relevant experience in banking or related business sectors