Job Description

Customer service

• Be the first point of contact for all Priority customers walking into the Priority Lounge/branch.
• Acknowledging the customer’s presence in the lounge/premises and greet the customer within the first 10 seconds.
• Manage the traffic flow by proactively asking and resolving queries and completing transactions of Priority clients within the lounge.
• Ensuring timely pickup of phone calls with the standard script of greeting.
• Respond to and resolve enquiries and problems while ensuring 100% policy and procedural compliance while conducting transactions.
• Complete end to end error free and timely instant account opening and instant debit card issuance of HNWI clientele.
• Manage and supervise customer footfall and referrals at branch counters, RM desks, drop boxes, helpline and suggestions/comments boxes to aid customer experience and assist end to end issue resolution.
• Assist HNWI clientele in all transactional needs such as cash withdrawal, pay order/ demand draft issuance, RTGS, account to account transfer, deposit etc.
• Perform all services within the TAT defined by SQ such as balance inquiry, bank account statement issuance/ certificate issuance, cheque book issuance, debit card issuance etc.
• Processing of customer’s service request through ARF on spark and misys for address/contact details, zakat marking, upgrading/downgrading, account reactivation which includes receiving and processing of all documentation and ensuring it is forwarded timely.
• Responsible for instant account opening through Priority lounges and ensuring reliable transactions of HNWI clients.
• Responsible for lounge up keep monitoring, ambiance, cleanliness and branding in collaboration with the related departments, and ensuring that the concerned stakeholder is timely notified.
• Keep a record and track resolution of the Priority complaints
• Manage joining gifts/ Priority welcome packs/ debit card packs under supervision of the Floor Manager
• To ensure conformity with all audit, compliance, governance and risk management controls.
• To strictly comply with the money laundering prevention procedures of the bank.
• Respond to and resolve enquiries and problems while ensuring 100% policy and procedural compliance while conducting transactions and judging when to pass complex queries on to or involve others regarding account balance, products and services for effective service and clear advice to colleagues and customers as per SOPs.

Channel Migration:

• Manage customer traffic and ensure increase of Alternative Distribution channel usage where applicable for Priority clients.

Account Opening & Application Handling

• Handling applications by accurate completion of customer account opening and
• and services in line with bank’s standard Operating Procedures.
• Maintain records of service requests (logged via Here to Help helpline/ available systems) and complaints received and follow up on these through completion
• Assist in opening bank accounts and cross sell available other banking products including but not limited to opening of all customer accounts and processing miscellaneous requests in order to contribute to overall branch performance and ensure customer excellence.

Control & Compliance

• Develop a practical understanding of internal policies, prudential regulations in order to ensure adherence to the company's risk and compliance policies.
• Be involved in investigations and inspections of data, processes and practice in accordance with established procedure to identify suspicious transaction reports for any potential or actual compliance issues and raise for appropriate actions.

Conflict resolution & stakeholder management

• Guide and persuade staff to maintain a friendly yet a professional environment and pacify irate customers

Operational execution & inventory management

• Reporting maintenance related issues to the Floor Manager and Service Quality department
• Ensure current marketing collateral, Stationary & local merchandising (welcome packs) is displayed at all customer touch points within the Priority Lounges.

Minimum qualifications

• Minimum graduate preferably in business discipline.

Minimum experience:

• Fresh graduates or 1-2 years of relevant experience.

Next level role:

• Relationship Manager, Prestige Customer Experience Manager.