GENERAL ACCOUNTABILITY STATEMENT (Purpose of Role)

  • Typically this role is found in a full service branch where the FTE and / or complexity of the business warrant another level of supervision in addition to the CSM.
  • Under the direction of the Customer Service Manager (CSM) and/or the Branch Manager, ensures the delivery of a high standard of service to customers and compliance to internal controls and procedures within the unit.
  • Plans, schedules and monitors the work of unit staff, having responsibility for resolution of customer feedback (complaints), administration of human resource policies and procedures and control of costs and supplies within the assigned department.
  • Assist with the day-to-day leadership and authority with emphasis on delivery of a high standard of Customer Service, Operating efficiency and Productivity.
  • Assist with the developing a customer-focused service team through coaching and effective service and sales referrals programmes.
  • The Assistant Customer Service Manager works with the Customer Service Manager and other senior staff to achieve the operational goals in support of the bank’s strategic goals.

 
GENERAL ACCOUNTABILITY STATEMENT FOR DIRECT REPORTS

  • Typically this role is found in a full service branch where the FTE and / or complexity of the business warrant another level of supervision in addition to the CSM.
  • To provide excellent customer service at all times by adopting and utilizing the FirstCaribbean Customer Service Standards.
  • To meet transactional banking needs by providing a comprehensive range of day to day transaction services and assisting in promoting the use of self-serve banking channels i.e. ATMs, Call Centres etc.
  • Responsible for servicing branch customers and identifying and referring sales and diversion opportunities undertaking a sales and service role e.g. Cross selling services and assisting with FirstCaribbean’s Diversion Strategy.
  • Respond to and resolve customer inquiries and feedback (complaints) by adopting the Customer Feedback Management Process and the Customer Service standards.
  • The Customer Service Representative contributes to the achievement of customer service, sales and other branch targets and delivering quality service by acting promptly to reach satisfactory resolution to customers’ requests and enquiries.
  • Under the direction of the CSM and or Branch Manager support the achievement of the branch’s service and referral goals by promoting the provision of excellent customer service at all times and provide coaching to direct reports in this area.  Lead and participate in meetings with respect to:
  • Service standard to improve customer satisfaction levels within the branch
  • Product knowledge ensuring that the team has a high level of product knowledge that meets or exceeds customer expectations and results in increased referral business.
  • FirstCaribbean’s diversion strategy ensuring that it is understood and being executed at all times.
  • With the assistance of the CSM and/or Branch Manager communicate FirstCaribbean’s service strategies to the Customer Service Representative team, providing ongoing coaching and support to:
  • Assist the team in recognizing sales referrals
  • Recognize diversion opportunities and ensure continuous improvement in quality referrals. 
  • Assist with Monitoring the service levels and customer flow in the branch and take action as required ensuring that FirstCaribbean’s Customer Service level standards are maintained.
  • Support the CSM to ensue that customer feedback is handled as stated in the Customer Feedback Management process to ensure the delivery of quality service and continuous improvement to the level of customer satisfaction by:
  • Ensuring adherence to the established time standards and tracking guidelines of the Customer Feedback Management process.
  • Supporting the resolution of customer feedback by providing quick and effective responses to resolve customer queries. 
  • Coordinating the collecting customer feedback and escalate as appropriate.
  • Assisting with developing and implementing action plans to address the areas raised by customers.
  • Advocating the reduction/elimination of key customer issues.
  • Assist with the implementation of procedural, administrative and organizational changes, primarily related to the area supervised, ensuring that there is proper communication of FirstCaribbean’s initiatives, business targets, etc. to the appropriate staff. Ensure that staff is properly trained to perform new procedures. Monitor to ensure new or changed procedures are followed.
  • As may be required manage cash holdings to meet the branch target while respecting ABM and transaction processing requirements. Monitor cash and /or transactional balancing activities.
  • Review information circulars to keep current on the Bank’s policies and initiatives, ensuring that relevant information is communicated to staff in the area supervised.

 
POSITION NATURE AND SCOPE

  • Work with the CSM in directing the CSRs to focus on achieving branch service objectives, facilitating identification and escalation of process improvements to enhance service quality.
  • Ensure that the CSR team is aware of the service fees and charges and that these fees/charges are collected where required.
  • Ensure that staff particularly in the area supervised follows bank policies and procedures.
  • Under the direction of the Customer Service Manager and/ or Branch Manager, guide and direct the activities of direct reports to achieve business goals, providing hands-on coaching to the team with emphasis on performance, time management and the provision of excellent customer service.
  • Plan and schedule the daily/weekly activities of direct reports, making optimal use of available staff, monitoring in-branch customer flow to ensure that staff is allocated to meet customer service standards.
  • Monitor the activities of direct reports ensuring that FirstCaribbean’s Customer Service Standards are maintained to ensure that a high quality of service is provided to customers.  Coach the CSR team to assess and resolve customer issues inline with the Customer Feedback Management process.
  • In conjunction with the Customer Service Manager and/ or Branch Manager administer the performance programme for employees within area of supervision, negotiating appropriate targets, monitoring performance against goals and provide coaching to ensure achievement of performance goals.
  • Assist with the creation of individual development plans for direct reports and ensure that they are reviewed and that progress is reviewed regularly, recognizing and supporting learning time and accomplishments. Establish and execute an employee cross training schedule to assist with individual career development and to achieve the branch’s service level targets.
  • Motivate the team to achieve their performance goals for service, referrals, operational efficiency, diversion, etc, with guidance from the Customer Service Manager, while coaching and counseling employees who are challenged in meeting performance goals.
  • Dealing with multiple/ conflicting priorities, frequently reprioritising and shifting focus during the day.
  • Dealing with difficult or dissatisfied customers in a professional manner.
  • Judgment required when detecting forged notes and instruments, incorrect signatures and unauthorised transactions.
  • Managing departmental resources to best meet customer & business needs.
  • Review, sign/authorize all entries / documents in accordance with FirstCaribbean’s procedural standards/ requirements (e.g. closure of dormant accounts, payment of cheques within delegated limits etc.) Review and action daily reports and input data related to account maintenance as might be required.
  • Under the direction of the Customer Service Manager and/ or Branch Manager, monitor and control within delegated authority, branch costs including payroll activities, expense charges, stationery and supplies, ensuring adherence to budget.
  • Maintain a good working relationship with customers and branch management.
  • Experience in the financial services industry with a minimum of 2 years in a supervisory role.
  • General branch banking experience in customer service and operations activities.
  • High level of intellect and demonstrated excellence in providing a high level of customer service.
  • Good understanding FirstCaribbean offerings in terms of customer service.
  • In depth knowledge to coach and guide staff in the provision of excellent customer service.
  • Knowledge of products, pricing, services and channel functionality, sufficient to assist in conducting product knowledge meetings with the customer service team and to promote/sell retail products & services as opportunities arise.
  • Sound knowledge of FirstCaribbean’s Diversion Strategy in order to coach retail staff to recognise diversion opportunities and monitor to ensure that the strategy is being properly executed.
  • Knowledge of sales techniques sufficient to promote and coach staff in recognising referral opportunities.
  • Knowledge of computer applications, e.g. Microsoft office.
  • Working knowledge of human resource policies and procedures.
  • Working knowledge of the Bank’s operational risks policies and procedures sufficient to audit unit routines and minimise operational risks.
  • Working knowledge of branch routine and the operations of regional /head office departments sufficient to address customer inquiries/feedback and/or refer to the appropriate source.
  • Excellent interpersonal skills to work with Customers and customer service staff to effectively manage relationships and successfully handle customer feedback, adapting approaches to meet each situation and to motivate staff to achieve desired results.
  • Good negotiation, communication and presentation skills both written and oral. Good influential skills sufficient to motivate staff to achieve results, to promote retail products & services and resolve minor disagreements.
  • Self-motivated and ability to effectively manage time. Good organizational skills.
  • Leads by example, charismatic, viewed by others as a role model.
  • Decisive.
  • Strong self belief and open to challenge.
  • Set and meets own standards and ensure teams does likewise.
  • Develop self and others.
  • Inclusive and open.
  • Create a positive environment that fosters energized and creative teamwork.
  • Needs to demonstrate high professional standards and integrity.
  • Needs to be able to identify the development needs of others and actively help them to improve.
  • Understand resource capabilities and plans succession accordingly.
  • Understand and anticipates activity of competitors, market and economy.
  • Needs to be people sensitive when dealing with customers and staff alike.
  • Needs to be target focused and self-motivated
  • Prepared to give honest and direct feedback
     

Expiry Date : 09 jul 2020 

Reference
VAC-3466
Employer
CIBC FirstCaribbean International Bank
Hours
Employment Type
Salary and benefits
Salary and benefits info not provided.
Salary
Competitive
Your Career Level
Early Career
Years Experience
Minimum of Two (2) years'
Your Education Level
Not Specified
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