Branch Service Assistant

Job Summary

This role supports walk-in visitors at the branch by handling service requests and helping deliver smooth, customer-facing operations for both existing and new customers. The aim is to provide a consistently high standard of service, support the move toward digital banking usage, improve customer experience, and generate business referrals.

Customer Assistance

• Maintain a strong customer-first and service-first approach at all times.
• Help manage customer flow during busy periods so waiting times are reduced.
• Support bank initiatives by guiding customers toward alternative banking channels to improve efficiency and service optimization.
• Pass potential business leads to the appropriate branch customer service staff.
• Receive customer requests and route them to the relevant branch officers for further action.
• Provide support to colleagues and take on additional duties assigned by supervisors.
• Work in line with operating procedures and internal policies.
• Ensure branch literature, displays, and branding remain aligned with bank standards.

Branch Process Facilitation

• Assist customers in completing requests while following internal SOPs and guidelines throughout the process.
• Track and follow up on customer applications so they are completed within the agreed service timelines.

Continuous Improvement

• Help identify ways to improve systems, workflows, and daily practices, with attention to leading industry practices, process efficiency, cost control, and productivity gains.

Policies, Systems, Processes & Procedures

• Adhere to all relevant department policies, processes, standard operating procedures, and instructions to ensure work is delivered in a controlled and consistent manner.

Statements and Reports

• Support the preparation of accurate and timely department statements and reports in line with bank and department standards, policies, and requirements.

Quality, Health, Safety, & Environment

• Follow all applicable quality, health, safety, and environmental controls and procedures to protect employees, maintain service quality, and ensure environmental compliance.

Related Assignments

• Carry out any other duties or assignments as instructed.

Education

A bachelor’s degree is required.