Customer Experience Officer
Summary of Duties and Responsibilities
-Assists to document processes relative to Service Delivery (SD) Branch Experience Ambassador tasks and related processes
-Work closely with Service Delivery Head, Deputy Chief Operating Officer, colleagues within Banking Operations and Salmon stakeholders to achieve Salmon's business model and strategic direction.
-Acts as the point person to all tasks relative to Branch Experience Ambassador
-Must become a Product Expert
-Point person to train future Branch Experience Ambassadors that will be stationed in the physical branches
-Ensures timely completion of end-to-end processes (not limited to those listed under Specifics of this document) but including link to other banking operations teams and other stakeholders of the Bank.
-Ensure relief arrangement is in place during leave
-Compliance to the set KPI and KRI
-Timely escalation and resolution of issues / gaps noted
**Customer Interaction
A. Back Office
- Customer Service
- Ticket Monitoring, Resolution of tickets
- Resolves customer inquiries, requests and complaints
- Relationship Managers
- Answer queries or provide resolution
- Monitor resolution of tickets or concerns received
- Service Delivery Group Email
- Monitor and timely respond to concerns
- BSP Complaint
- Investigates the complaint and responds to Compliance
- Conduct customer call-out
B, At the Branch
- Attends to customer queries or concerns in-person and provides resolution
- Explains product features, including its Terms and Conditions
- Assists to onboard the customer and account creation until document collection and digitization
- Assists in customer or account level maintenances
- Assists to release customer requests such as but not limited to Bank notices, statement of accounts, chequebook
- Conduct customer call-out
***Return-To-Sender (RTS) Handling
Conducts customer call-out to notify customers that the delivery of their bank document was unsuccessful.
***Online Customer Acquisition KYC
Assists on the review and verification of customers for:
- Mobile App registration
- Onboarding
***Cleanup
Assists on the data clean up and records management activities and the like
EDUCATION & COMPETENCIES
- University degree on Banking & Finance, or any related Business Course
- With at least 3 years of relevant experience in a banking industry
- Strong knowledge and experience in teller services or branch operations
- Sufficient knowledge of BSP regulations
- Good communication skills
- Problem-solving skills in a well-structured manner
- Ability to work with different culture, race, or ethnic group.
- Can work independently with minimal supervision.
- Acceptable risk management skills and ability to mitigate identified risks.
- Good interpersonal skills
- Keen attention to details
- Organize, innovative and results oriented.
- Ability to multi-task in a fast-paced environment
- Positive attitude knows how to find ways to address different circumstances.
- With official Signature Verification, KYC / CDD Training / Seminars attended.
