Officer, Customer Service
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Key skills for this role
About the Role
Delivers exceptional customer service by providing accurate, timely, and compliant sales and service support to customers. Responsible for processing account opening, product on.
Key Skills for This Role
Responsibilities
- Process account openings, product onboarding, and service requests accurately and in compliance with policies
- Achieve service KPIs including NPS, complaint resolution timelines, and mystery shopping scores
- Promote and cross sell FAB products to new and existing customers
Requirements
- Experience in customer service and sales in a banking environment
- Knowledge of banking products and regulatory requirements
- Strong communication and interpersonal skills
Full Job Posting
Job Overview
- Delivers exceptional customer service by providing accurate, timely, and compliant sales and service support to customers.
- Acts as the primary point of customer interaction in the branch, promoting FAB products and services.
Job Specific Accountability
- Actively promote and cross sell FAB asset and liability products to new and existing customers.
- Identify customer needs and recommend suitable FAB products and services.
- Generate product leads from walk in customers, referrals, and personal outreach.
- Assist in meeting branch and individual sales targets.
- Achieve personal and branch service KPIs including NPS, complaint resolution, SR turnaround, and mystery shopping scores.
- Handle customer queries, requests, and complaints professionally, escalating where necessary.
- Educate customers on FAB's digital channels and self service options.
- Prepare, process, and review account opening forms, loan and credit card applications, and related documentation.
- Ensure product onboarding is completed without errors and in compliance with FAB policies and regulatory guidelines.
- Process customer service requests efficiently, ensuring accuracy and SLA adherence.
- Maintain proactive communication with customers to build loyalty and strengthen relationships.
- Provide product information, clarify terms and conditions, and ensure customers are fully informed before signing agreements.
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