Job Purpose Summary:

• The incumbent is mainly responsible for providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group’s products and services and encouraging customers to increase their business with the Group. Greets and answers inquiries from persons entering/calling the bank. Effectively educate and guide the customers to enhance the usage of bank's alternative delivery channels.

Essential Duties & Responsibilities

A. Shareholder & Financial:

-Proactively market the Group’s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.

-Strive to be mindful of Key Performance Indicators (KPIs) for Private Banking customer service performance monitoring and quality measurement purposes.

-Observes and promotes cost consciousness and efficiency, and enhance productivity, to minimize costs, avoid wastes, and optimize benefits for the bank

-Act within the limits of the powers delegated to the incumbent

-Implements KPI’s and best practices for role

B. Customer (Internal & External):

-To assist customers in all their queries on Bank’s product and seek solution to their requests

-Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/ units to achieve improvements in turn-around time.

-Build and maintain strong and effective relationship with all other related departments and units to achieve the Group’s goals/objectives.

-Provide timely and accurate information to the external and internal Auditors, Compliance, Financial Control and Risk Functions as and when required.

C. Internal (Processes, Products, Regulatory):

-Act as the first point of contact for customers, especially for telephone or e-mail queries, and provide information about various products and services offered by the Group.

-Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.

-Will handle all walk-in customers at Private Banking by resolving their inquiries.

-Cross sell bank's products to walk-in customers through proactive approaches. Provide basic information on all products/services. Responds to opportunity arising for cross selling.

-Manages the Private Banking lobby area.

-Enhance usage of alternate delivery channel.

-Call customers to information desk to answer inquiries

-Continuously reconcile inventories and undelivered items (cards, pin mailer, cheque book, etc) and oversee delivery to account holder towards aiming to exceed customers' expectations and enhance their satisfaction up to the pre-decided levels.

- Manage the wait time of branch platform area with friendly interaction with the customers to track the service indicator

• -Assist customers in filling out various forms and applications as requested such as opening an account; applying for an ATM, credit cards and cheque book; standing order instructions etc.