Job Summary

To achieve financial/non-financial targets assigned by delivering superior customer service within the scope of policies & procedure laid down by the bank.

Job Responsibilities:

• Manage effectively the serve time spend with the customer to reach an acceptable service delivery within the turnaround time.
• Abiding to BDC Service standards at all times.
• Consistently deliver unbiased, competent and problem free services to meet and exceed customer expectations & achieve total customer satisfaction.
• Ensure quality proposals to retail credit department to minimize number of declined cases.
• Complete ownership of customer complaints and ensure that they are addressed as per laid down quality/service standards.
• Be fully aware of bank products and services to increase business volume and identify cross-selling opportunities during customer interaction to achieve cross selling targets.
• Adhere to branch process and report deviations to reach acceptable audit rating for the branch.
• Awareness of credit policies/operation manual, so as to contain risk & rejection cases to the minimum.
• Organizing his/her work layout and appearance to keep up bank image.
• Provide constructive and constant feedback on improvement of products, services, processes to reduce cycle time of costs and enhance customer satisfaction
• Ability to understand customers needs and provide appropriate solution and attention
• Handle customers with different demographics.
• Efficiently liaise/interact with internal stakeholders bank wide (call center, operations, etc.) to provide superior service to the customer.
• Deal with unstructured and complex customer problems related to the bank (not restricted to his branch).
• Taking ownership of customer problems and handling it till final resolution through coordinating with other partners.
• To interact with other operational and functional departments to resolve customer problems.
• Assess the credit worthiness of the customer and process the request based on the eligibility for onward submission to the repetitive decision authority.
• Maximize Cross selling Ratio.
• Achieve assigned financial and non-financial targets in line with the bank policy.

Qualifications:

• Bachelors degree from accredited university in (Commerce, Business Administration, Economics & Finance).
• From 0 to 3 years of experience.
• Presentable with good communication &negotiation skills.
• Strong command of English language.
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