Purpose of role
The Customer Service Representative provides excellent customer service at all times by adopting and utilizing the CIBC Caribbean's Customer Service Standards. Meets 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, e.g., Mobile & Online Banking, 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 CIBC Caribbean’s Diversion Strategy. Responds to and resolves customer inquiries and feedback (complaints) by adopting the Customer Feedback Management Process and the Customer Service standards. 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.

Key accountabilities and major tasks

• With a focus on speed accuracy and courtesy, completes customer transactions. Pays out various currencies and coin against authorized debit vouchers, cheques and drafts. Accepts and processes withdrawals, deposits, utility bills, loan payments, credit card cash advances, local drafts, travelers’ cheques, foreign drafts, money orders, wire transfers and over-the-counter cheques, etc. from in-branch customers.
• Performs currency conversions by applying current exchange rates.
• Processes payrolls as required.
• Supports the achievement of branch’s sales and service goals by recognizing sales referral and diversion opportunities.
• Participates in promoting and marketing retail banking products and services as the opportunity arises.
• Ensures that all fees and charges are collected, where required.
• Responds to basic inquires and customer feedback (complaints) and refer as appropriate to be satisfactorily resolved.   Ensures that the Customer Feedback Management Process and Customer Service Standards are adhered to at all times.
• Processes in the prescribed manner all debits, credits and other miscellaneous transactions through use of the terminal before passing entries to the Operations processing centre.

Experience and knowledge required:

• Experience in the financial services industry with cash and/or administrative exposure.
• Experience with customer service delivery.
• Understanding CIBC Caribbean offerings in terms of service and sales.
• Knowledge of the CIBC Caribbean’s Diversion strategy.
• Knowledge of the bank’s products and services, channel functionality and applicability to customer requirements.
• Knowledge of the bank’s customer service standards and processes (what level of service should be provided to the customer).
• Knowledge of roles and responsibilities within the branch in order to direct inquiries and /or referrals to the most appropriate branch personnel.
• Knowledge of job-specific processes and related computer applications, e.g. ABT, Microsoft office.
• Certificate at ACIB/ First degree would be an asset but is not a requirement.
• Knowledge of job-specific and other branch processes including products, services, and delivery channels, their features and the most appropriate use.

JOB SNAPSHOT:

Position reports to: Assistant Manager, Customer Service

Expiry Date:11-7-2025