Customer Experience Officer
شرح مهام الوظيفة
Risk and Control Objective
“Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”.
Job Purpose
To ensure that Customer Service standards are maintained within the banking Customer Experience Executive, work on Cross Selling banking products
to existing customers, generate leads to sales and service teams and act as a primary coordinator for all administrative activities that supports the Branch
Manager’s daily activities.
Main accountabilities and approximate time split
QUEUE MANAGEMENT 30%
Walking the queue ensures customers are directed to the correct counters/customer service desks for assistance . Make sure customers are directed to the relevant alternative channel where appropriate as reducing overall branch transactions via Channels migration (ADM, BIR, IVR…etc). Resolve enquiries by identifying quick-kill queries and resolving directly with the customer Marketing Materials are updated and available all the time for customers and to be assessed on Monthly basis. Observe manning of desks/counters and provide feedback to Branch Manager when counters are not adequately staffed throughout the day .
CUSTOMER SERVICE
30%
Complete all paper work and documentation for customers who wish to execute transactions commercial or retail such as internal transfers, external transfers, deposit cheques for collections, issuance of draft/manager’s cheques, modify contact information and update KYC information for KAMLS exercises…etc Deal with customer complaints to rectify causes to avoid recurrence. Handling branches complains (Your Voice, Complain Unit, Call Center...) within 2 days Provide an exceptional standard of customer services that maintains the Bank professional Image at all times. Champion a culture of operational excellence to deliver performance standards to customers. Collate customer information on servicing performance for RM (volume of transactions and income). Coordinate preparation and execution of account related documentation including mandates and application forms. Verbal and Written communication with trade finance center to handle all trade transactions received at the branch with alignment with related Enterprise RM. Align with RM to Handle FATCA, KYC &Financial Crime Documents (High Risk Accounts ,PEP & AML)Track Direct debit requests through CRM &FCR to be handled within 2 days avoid customer Complains.
SALES LEADS
15%
Identify sales leads by talking to customers and understanding their requirements. Directs them to sales team in the branch where a potential sales opportunity is identified. Contribute to the business growth by achieving the assigned personal target. Develop and Maintain Knowledge of all products, services and promotions. Provide support in the sales process when needed. Achieve volume and revenue goals via the combination of customer acquisition and relationship widening; in addition to growing network of clients through using diverse sources. Drive and deliver exceptional sales performance by identifying and meeting customer needs through selling, cross selling of Premier products & services Being personally effective at building the business, deepening relationships and effectively executing the sales process. Act as the first channel in implementing the Retention Strategy, by talking to the customers who want to close their accounts and offering alternative solutions.
QUALITY CONTROL 10%
Outputs
Use the branch Quality Control Checklist as guidance for the daily look and feel of the branch and make sure actions are taken whenever a gap in the “Quality Standards” is identified and follow up through closure. Mystery shopping visits and SQ Report should not indicate any issues related to Dress code and Branch look & feel. Before the branch opens, ensure the queuing system is fully functional and ready for customers’ arrival. Ensure that the branch and on-site ATM’s are clean and presentable. Refer any issues to the Branch Manager for follow-up. If it is observed that the ATM is not working escalate to Branch Manager /concerned departments immediately. Ensure that product brochures, campaign merchandising is always adequately stocked and updated. Present any campaign, promotion or policy updates (related to retail) to colleagues in the morning huddle where applicable. Make sure requisitions are always communicated to Branch/Ops Manager for branch stationary (such as deposit slips and
pens.etc) to ensure they’re sufficient and in good working shape.
OPERATIONAL SUPPORT
15%
Holds custody of all customers’ documents and direct them as required along with pending register Alternative custodian for the main vault keys with the tellers. Maintain their knowledge and skills in the theory and practice of first aid, Health & safety, BCM, record management where applicable. No delays or escalation related to the branch on LMS and any exceptions should be escalated on a timely manner to the BM before getting escalated (through monthly lists of all LMS) . Relief Branch Operation team if needed. Handle daily registering of inbound and outbound mail with the courier company, reconciles the courier bill with their register at the end of each month for Branch Managers review and sign off. Drive to achieve 100% of branch staff usage of access cards and attendance (in & out) Through a regular guidance Ensure that the branch and on-site ATM’s are clean and presentable. Refer any issues to the Branch Manager for follow-up. If it is observed that the ATM is not working escalate to Branch Manager and concerned departments immediately. Zero amber or red issues in any BIA, RCR, RCA, record management within assessment period (Retail issues). Supporting his colleagues before any audit visits Adhere to Barclay’s policies and procedures applicable to own role, demonstrating sound judgment and responsible risk management. Proactively look for ways to improve the control environment by considering what could go wrong in the processes he /she operated and how errors could be prevented. Handle Daily Dormant report/Inheritance clean up excersie under supervision of branch manager. Provide feedback on Returned Chq email sent weekly from operation Team. update Form four trackers on CRM.
Perform any other duties as assigned from time to time.
Technical skills / Competencies
Competencies
Excellent communication skills especially verbal Listening and questioning skills
Knowledge, Expertise and Experience
Essential
General knowledge of all the Bank’s commercial, retail products, procedures and policies
Primary Location
EG-ALX-Alexandria
Job Type
Permanent/Regular
Posting Range
28 Sep 2017
“Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”.
Job Purpose
To ensure that Customer Service standards are maintained within the banking Customer Experience Executive, work on Cross Selling banking products
to existing customers, generate leads to sales and service teams and act as a primary coordinator for all administrative activities that supports the Branch
Manager’s daily activities.
Main accountabilities and approximate time split
QUEUE MANAGEMENT 30%
Walking the queue ensures customers are directed to the correct counters/customer service desks for assistance . Make sure customers are directed to the relevant alternative channel where appropriate as reducing overall branch transactions via Channels migration (ADM, BIR, IVR…etc). Resolve enquiries by identifying quick-kill queries and resolving directly with the customer Marketing Materials are updated and available all the time for customers and to be assessed on Monthly basis. Observe manning of desks/counters and provide feedback to Branch Manager when counters are not adequately staffed throughout the day .
CUSTOMER SERVICE
30%
Complete all paper work and documentation for customers who wish to execute transactions commercial or retail such as internal transfers, external transfers, deposit cheques for collections, issuance of draft/manager’s cheques, modify contact information and update KYC information for KAMLS exercises…etc Deal with customer complaints to rectify causes to avoid recurrence. Handling branches complains (Your Voice, Complain Unit, Call Center...) within 2 days Provide an exceptional standard of customer services that maintains the Bank professional Image at all times. Champion a culture of operational excellence to deliver performance standards to customers. Collate customer information on servicing performance for RM (volume of transactions and income). Coordinate preparation and execution of account related documentation including mandates and application forms. Verbal and Written communication with trade finance center to handle all trade transactions received at the branch with alignment with related Enterprise RM. Align with RM to Handle FATCA, KYC &Financial Crime Documents (High Risk Accounts ,PEP & AML)Track Direct debit requests through CRM &FCR to be handled within 2 days avoid customer Complains.
SALES LEADS
15%
Identify sales leads by talking to customers and understanding their requirements. Directs them to sales team in the branch where a potential sales opportunity is identified. Contribute to the business growth by achieving the assigned personal target. Develop and Maintain Knowledge of all products, services and promotions. Provide support in the sales process when needed. Achieve volume and revenue goals via the combination of customer acquisition and relationship widening; in addition to growing network of clients through using diverse sources. Drive and deliver exceptional sales performance by identifying and meeting customer needs through selling, cross selling of Premier products & services Being personally effective at building the business, deepening relationships and effectively executing the sales process. Act as the first channel in implementing the Retention Strategy, by talking to the customers who want to close their accounts and offering alternative solutions.
QUALITY CONTROL 10%
Outputs
Use the branch Quality Control Checklist as guidance for the daily look and feel of the branch and make sure actions are taken whenever a gap in the “Quality Standards” is identified and follow up through closure. Mystery shopping visits and SQ Report should not indicate any issues related to Dress code and Branch look & feel. Before the branch opens, ensure the queuing system is fully functional and ready for customers’ arrival. Ensure that the branch and on-site ATM’s are clean and presentable. Refer any issues to the Branch Manager for follow-up. If it is observed that the ATM is not working escalate to Branch Manager /concerned departments immediately. Ensure that product brochures, campaign merchandising is always adequately stocked and updated. Present any campaign, promotion or policy updates (related to retail) to colleagues in the morning huddle where applicable. Make sure requisitions are always communicated to Branch/Ops Manager for branch stationary (such as deposit slips and
pens.etc) to ensure they’re sufficient and in good working shape.
OPERATIONAL SUPPORT
15%
Holds custody of all customers’ documents and direct them as required along with pending register Alternative custodian for the main vault keys with the tellers. Maintain their knowledge and skills in the theory and practice of first aid, Health & safety, BCM, record management where applicable. No delays or escalation related to the branch on LMS and any exceptions should be escalated on a timely manner to the BM before getting escalated (through monthly lists of all LMS) . Relief Branch Operation team if needed. Handle daily registering of inbound and outbound mail with the courier company, reconciles the courier bill with their register at the end of each month for Branch Managers review and sign off. Drive to achieve 100% of branch staff usage of access cards and attendance (in & out) Through a regular guidance Ensure that the branch and on-site ATM’s are clean and presentable. Refer any issues to the Branch Manager for follow-up. If it is observed that the ATM is not working escalate to Branch Manager and concerned departments immediately. Zero amber or red issues in any BIA, RCR, RCA, record management within assessment period (Retail issues). Supporting his colleagues before any audit visits Adhere to Barclay’s policies and procedures applicable to own role, demonstrating sound judgment and responsible risk management. Proactively look for ways to improve the control environment by considering what could go wrong in the processes he /she operated and how errors could be prevented. Handle Daily Dormant report/Inheritance clean up excersie under supervision of branch manager. Provide feedback on Returned Chq email sent weekly from operation Team. update Form four trackers on CRM.
Perform any other duties as assigned from time to time.
Technical skills / Competencies
Competencies
Excellent communication skills especially verbal Listening and questioning skills
Knowledge, Expertise and Experience
Essential
General knowledge of all the Bank’s commercial, retail products, procedures and policies
Primary Location
EG-ALX-Alexandria
Job Type
Permanent/Regular
Posting Range
28 Sep 2017
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ملخص الوظيفة
- تاريخ النشر : منذ 6 سنوات
- نوع الوظيفة : دوام كامل
- المكان : Alexandria, Egypt
عن الشركة
- إسم الشركة : Barclays Africa Group Limited
وظائف مشابهة
+ كل الوظائف
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