Banker - Customer Experience

About the Role

This position sits in the Retail Banking team and serves as a customer-facing role at the branch level. The Banker - Customer Experience is expected to create a high-quality service experience, deepen client relationships, and help customers choose the right banking solutions in an efficient and cost-conscious way. The role also includes managing assigned customer relationships, contributing to revenue growth through cross-sell opportunities, supporting strong branch performance, and working within all required compliance and regulatory frameworks.

Primary Responsibilities

• Interact with customers every day to support growth in Current Accounts, Savings Accounts, and Term Deposits, while also promoting assets, wealth products, retail trade forex, and credit cards.
• Meet the business goals set out in the scorecard and performance expectations.
• Recommend solutions that fit customer needs by aligning them with the bank’s product portfolio.
• Evaluate customer potential and improve product usage across each relationship.
• Develop referrals and create incremental business from the existing customer base.
• Respond quickly and effectively to customer questions and complaints with a service-first approach.
• Follow all banking rules and internal policies related to AML, KYC, and data and information security.
• Support the resolution of audit findings and help maintain overall compliance.

Secondary Responsibilities

• Participate in internal reviews and ensure adherence to regulatory as well as organizational standards.
• Deliver consistently strong service to improve customer loyalty and retention.

Education

• A graduate degree in any stream is required.
• An MBA is preferred.

Experience

• Applicants should have 1 to 4 years of relevant experience in banking or a related sector.

Skills and Attributes

• Customer engagement
• Relationship management
• Needs-based selling
• Cross-selling
• Portfolio management
• Communication skills
• Problem-solving
• Regulatory compliance
• Banking operations knowledge
• Business communication in English