1. GENERAL ACCOUNTABILITY STATEMENT (Purpose of Role)
To provide excellent customer service at all times by adopting and utilizing the FirstCaribbean Customer Service Standards.
The Customer Service Officer is responsible for managing the workflow of the Customer Service Counter and provides day-to-day transactionbased advice and services to banking clients.
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.
Among other activities, the officer processes daily deposits, lending and mortgage transactions, open accounts and assists with cash management.
The Customer Service Officer contributes to the achievement of customer service, sales and other branch targets. Delivering quality service by acting promptly to reach satisfactory resolution to customers’ requests and enquiries.
Respond to and resolve customer inquiries and feedback (complaints) by adopting the Customer Feedback Management process and the Customer Service standards.
2. KEY ACCOUNTABILITIES & MAJOR TASKS
-Provide a high level of customer service to meet and exceed customers’ expectations ensuring that FirstCaribbean’s Customer Service Standards are adhered to in each and every interaction with customers.
-Sells drafts, Foreign Exchange currency, money orders, wire transfers and traveler’s cheques and Pay out various currency and coin against authorized debit vouchers, cheques, drafts and bonds.
-Perform account opening and closing, process routine transactions for Retail Personal Banking Customers.
-Process loan payments, payouts and loan fees, process interest adjustments, miscellaneous fees and penalty fees to customers’ accounts.
-Process refunds for lost International Money Orders and traveler’s cheques.
-Handle transactions including credits (cash advance and merchant deposits).
-Facilitate reactivation of dormant accounts – prepare entries and obtain authorization.
-Ensure that all fees and charges are collected, where required.
-Resolve customer queries and clarify problems regarding entries/routine matters referring when necessary to Senior Staff for approval, advice and solutions to problems.
Respond to customer feedback and refer as appropriate to satisfactorily resolve issue. Ensure that the Customer Feedback Management Process and Customer Service Standards are adhered to at all times.
Manage workflow of the Customer Service counter.
Input financial information for time deposits and prepare receipts as required.
Process and balance all debits and credits as required.
Process backdated transactions as required.
Ensure that cash is balanced daily and any differences located within deadlines.
Adhere to branch policies and procedures.
Assist in implementing new branch processes impacting the Customer Service counter.
Draft replies to customers’ queries for approval by Branch Manager.
View memos & ticklers and be responsible for taking the correct action within sphere of accountability.
ROLE REQUIREMENT SPECIFICATION
Specific to Incumbent:
POSITION NATURE AND SCOPE: Specific to Position:
1 Individual Functions Performed
Complete the disbursement process for new and existing loans from Personal Bankers.
Promote and actively sell the bank’s basic products and seek sales referral opportunities (e.g. lendings) – referring customers to Personal Bankers or other staff as needed to ensure customers get the best advice and to minimize time in queue for other customers.
Assist with on-the-job guidance for less experienced Customer Service Officers..
Expiry Date 5/11/2021