Job Description

The Remote Teller (RT) shall perform financial & service transactions in risk free & efficient manner over video calls while maintaining the set service & control standards at all times.

• Process financial & service transactions accurately and swiftly in accordance with the laid down procedures over a video call on the Interactive Teller Machine.

• Strive towards reducing wait time and serve time by efficient processing of all transactions.

• Strive towards managing customer expectation for each interaction.

• Ensure zero risk of cash transactions in accordance with SOP with zero operational losses.

• Ensure accurate delivery / receipt of cash to / from customers at all times.

• Be aware of fraud trends & be vigilant and alert on any possible fraud risks.

• Provide continuous feedback and seek guidance and assistance and approval from direct supervisor on any irregular / or suspicious transaction.

• Adhere to transactions limit, override approval and call back processes.

• Error free transactional report checking.

• Investigate in detail any differences in balancing and reconciliation of cash and other security items by following the standard process of checking / scrutiny / investigation.

• Comply with all policies and procedures to ensure an acceptable risk rating of the remote Teller unit.

• Assist Team Leader / Remote Teller Manager in handling day to day transactional and service / maintenance activities.

• Ensure 100% score at remote teller area with mystery shoppers.

• Be vigilant to identify customer needs & cross sell / refer Mashreq products.

• Remain updated on all process / control amendments

• Provide friendly, efficient & accurate services

• Complete knowledge of Interactive teller machine functionalities & minor trouble shooting

• Good customer service skills

• Strong inter-personal, communication skills

• Strong work ethics & Team work

• Ability to handle pressure

• Detail oriented, quick with numbers, very vigilant

• Ability to handle routine work with enthusiasm and vigor

• Process related to financial / service transactions

• 1-3 years of experience as a teller within banking industry.

• Job Competencies

• Attention to Detail & Quality (Level 2)

• Customer Focus (Level 3)

• Communication & Interpersonal skills (Level 2)

• Commitment to Results (Level 2)

• Planning & Organizing (Level 2)