Job Description

• Manage cash transactions through Teller counters at the new branch model.
• Strive towards managing customer expectation for each interaction.
• Minimize customer attrition and reduce liability & service application rejections.
• Customer acquisition through sales to walk-ins
• Take ownership of customer complaints and take them to resolution.
• Introduce & educate customers on the use of Bank alternative Channels & new digital technologies.

UBO will be responsible for the achievement of KPI’s on personal Banking Products as well as cross selling other segment Products

• Ensure compliance to policies and processes targeting “Zero” operational losses.
• Improve on service levels at the branch and take ownership of customer complaint for resolution.
• The UBO will have to handle customer with different demographics, without any bias on nationality, income or race.
• UBO is expected to work amicably with all support units and CCU and DBC to deliver a fulfilling experience without Channel disparity.

The UBO is required to maintain good working relationships with clients to ensure in-depth understanding of the client’s business to achieve PB, & MG objectives

• The UBO will have to deal with unstructured and complex customer problems related to the Bank (not restricted to the Branch).
• UBO has to deal with all financial transactions problems whether cash shortage or excess or possibility of frauds.
• Taking ownership of customer problems and handling it till final resolution through coordinating with other partners.

UBO has to log every customer complaint, inquiries and forward to Right Unit

• Manage cash transactions through teller counters in accordance with branch policies.
• Deliver consistent, high‑quality customer experiences and meet service level targets.
• Acquire new customers and achieve sales targets for walk‑in prospects.
• Introduce and educate clients on alternative channels and emerging digital technologies.
• Own and resolve customer complaints, logging each issue and coordinating with relevant units.
• Maintain zero operational losses by adhering to compliance and risk controls.
• Cross‑sell personal and segment banking products to meet KPI objectives.
• Handle complex financial transaction issues, including cash shortages, excesses, and potential fraud.
• Collaborate with support units, CCU, and DBC to ensure seamless, channel‑agnostic service.
• Recommend process improvements to reduce cycle time, cost, and enhance satisfaction.
• University graduate with a minimum of 2‑3 years of branch banking experience.
• Age between 23 and 30 years.
• Thorough knowledge of retail banking products, processes, services, and policies.
• Proven track record in meeting sales and cross‑selling targets.
• Strong problem‑solving skills for unstructured and complex customer issues.
• Excellent communication and interpersonal abilities across diverse demographics.
• Computer literate and tech‑savvy, comfortable with digital banking platforms.
• Ability to make decisions on financial and non‑financial customer matters, including waivers.
• Commitment to compliance, risk management, and zero operational loss.
• Team player who can work amicably with all support units and maintain strong client relationships.