Job expirat
Provides Bank clients with defined service transactions and in
compliance with bank’s processes and procedures;
Assists Bank’s clients in financial and non financial transactions:
payment orders, foreign exchange/cross transactions, term deposits,
withdrawals, payments, etc
Delivers in time all operational documents to Operations departments for
further processing, according to cut off times agreed
Accurately receives, registers and distributes documents received from
Bank’s customers.
Properly escalates requests received from customers` according to
procedures and processes in place ensuring that all service requests
are properly handled and solved within the time lines agreed.
Processes customer complaints in a courteous and professional manner in
order to resolve any issues within his/her control. Knowledge of the
relevant information and facts and an understanding of the issues are
required by the employee to deal with the complaint promptly and
within established guidelines. More complex complaints are passed on
to Customer Service Unit.
Works with customers who wish to terminate their contract with the
company. This requires the employee to understand the customer's
position and develop ways to retain the customer's account and
interest in the company. This reactive form of selling requires the
employee to compare competitive products, services, and prices and to
appeal to the customer's original reasons for wanting a bank product.
Proactively cross-sells RBS Products and Services to Customer base and
updates clients demographic data information when applicable and in
compliance with bank’s processes and procedures;
Maintains a superior Customer Service attitude at all times and under
any circumstance with the customer but seeking out the latest product
information and policy changes
May assume the responsibilities of the Relationship Manager;
May act as a lead worker (e.g. schedule workflow, train and coach
others);
Provides Customer feedback to immediate Supervisors;
Keeps strict confidentiality of all operations and discussions with
clients.
Customer Desk Officer is responsible for complying with regulatory,
audit and compliance procedures.
Professional qualifications:
University Degree
Good knowledge of specific products/services offered by RBS;
Comprehensive knowledge of security related policies and procedures to
protect the Bank’s and customers’ assets;
Fluent spoken and written in English
Personal Skills:
Ability to work under pressure and meet tight dead lines;
Problem solving and attention to details;
Fast learner & proactive personality;
Very good communication, listening and selling skills,;
Team player, adaptability;
Good Computer skills.
RBS is one of the leading financial organizations in the world. It was established in 1727 and at the moment it employs 170,000 people in more than 50 countries and serves about 40 million clients all over the world.