Branch Ambassador SG

5 days ago


Singapore This is an IT support group Full time

Responsibilities:
Strategy and Planning
Responsible for Branch Services quality, customers’ satisfaction and service excellence at all touchpoints.
Ensure Key Performance Indication (“KPI”) & Key service index set by the bank is met. (90% of customer served within 5-10mins)
Responsible for all AML/CFT, risk management, compliance and audit matters as a Branch Ambassador SG targeting a Good/Satisfactory rating.
Requisition of stationery and beverages, process orders, forms and applications.
Assist with collation of data for reporting to management.
To undertake any other duties which may be assigned by the Head of Department & supervisors from time to time.
Adhere to regulations, Internal Policies and Procedures, Customer Service User Guides and SOP of the Bank.
Work closely with different departments to improve Branch service delivery in support of customers’ needs.
Business Performance and Management
Be attentive to all customer enquiries on banking products and service promptly.
Be customer obsessed and deliver excellent customer banking experience.
Handle clerical and administrative duties.
Ensure all customers are served within stipulated time.
Facilitate and ensure smooth flow of traffic at Banking hall.
Perform customers’ requests, transactions and concerns promptly and politely.
Explain, up-sell and cross-sell banking products and services.
Support Digital platforms by guiding customers to open accounts online and/or perform transactions online where possible.
Handle and resolve customer queries and complaints.
Provide customers with accurate product and service information.
Batch documents and send to relevant departments within SLA with no error.
Ensure tidiness of premises and all brochures and forms are up to date.
Identify and escalate priority issues.
Ensure clean desk policy and staff are dressed professionally at all times.
People Management
Monitor branch service to achieve standards set by the bank. Maintain department discipline and morale so that the department staff functions as a team.
Work closely with other departments regarding administrative matters in branch and customer transaction matters.
Attend relevant courses for upskilling.
Ensure staff are dressed professionally and branch premises are well kept and clean.
Compliance
Comply with regulatory requirements, internal P&P, CSUGs, and SOP.
Adhere to Governance, Risk Management and Compliance standards to achieve operational excellence.
Requirements:
Qualifications
Minimally, a Diploma holder.
Professional Qualification and/or Regulatory, Licensing Requirements
Proficient in relevant computer applications.
Knowledge of customer service principles and practices.
Knowledge on basic Retail Banking products and services.
Relevant Work Experience
At least 1 year of Customer Service experience.
Technical/Functional Skills
Relevant Customer Service experience preferred.
Organisational skills.
Computer literacy (especially Excel).
Problem solving.
Personal Skills (Soft Competencies)
Ability to multi-task.
Team player.
Service-oriented, with strong communication and interpersonal skills.
Meticulous.
Patient.
Empathetic.
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