Customer Service Representative

Core Responsibilities

1. Customer Engagement & Experience

• Greet customers warmly and deliver a professional first impression that reflects the bank’s values.
• Provide prompt, courteous, and knowledgeable assistance to customers in person, via phone, or email regarding accounts, services, and banking products.
• Enhance customer satisfaction by ensuring timely resolution of inquiries and challenges.

2. Account & Transaction Support

• Assist customers with account-related inquiries including balances, statements, recent transactions, account opening/closure, and documentation.
• Process banking transactions such as deposits, withdrawals, transfers, and other routine operations with accuracy and efficiency.
• Support customers in setting up and navigating digital banking platforms including mobile and internet banking.

3. Product Knowledge & Promotion

• Stay informed about the bank’s latest products, services, and promotions, and proactively share relevant information with customers.
• Identify customer needs and recommend suitable products and services through cross-selling and up-selling in line with bank standards.
• Participate in marketing and awareness campaigns to expand the customer base and promote the bank’s offerings.

4. Issue Resolution & Compliance

• Address and resolve customer complaints or issues by coordinating with relevant departments to ensure effective solutions.
• Maintain accurate records of customer interactions, transactions, and complaints for compliance and quality assurance.
• Ensure all activities are conducted in accordance with bank policies, procedures, ethical standards, and regulatory guidelines.

5. Operational Support

• Act as a backup to Tellers when required, ensuring seamless branch operations.
• Maintain up-to-date and accurate customer information in the bank’s systems.

6. Strategic Contribution

• Contribute to the achievement of Retail Banking strategic goals by taking ownership of role-specific objectives.
• Meet or exceed assigned monthly sales and service targets.

Self-Management Responsibilities

• Set and pursue annual performance goals in collaboration with the reporting manager.
• Take ownership of personal development by identifying learning needs and seeking growth opportunities beyond formal training.
• Demonstrate and develop competencies relevant to the role through continuous learning and application.
• Stay current with industry trends, banking practices, and professional standards.
• Adhere to all HR policies including punctuality, attendance, and professional appearance.