Job expirat
Manage the pre & after sales process (customer interaction after the
product applications were received)
Assure an ongoing support for existing customer related to their
products in order to solve all their requests (handle phone and
e-mail support for standard requests coming from sales)
Support to PB RM on Product Applications originating, filling in,
structuring, consistency checking, circulating, approving
Assists Bank’s clients in financial and non financial transactions:
payment orders, foreign exchange/cross transactions, term deposits,
withdrawals, payments, etc
Support sales team in set up meetings
Cooperates closely with all branch functions (Customer Service Desk,
Teller Station, RMs) to ensure that the clients
Achieves at least 90% on the Branch Mystery Shopping reports
Record all messages and ensure call back response to caller is done
within the same day within the 30 min TAT
Client complaints to be highlighted and acknowledged as soon as
possible (complaints addressed within 48 hours, reply clients
within 30 minutes max)
Ensure that attrition levels are kept within 10%
Root cause analysis for account closures
Proactively cross-sells all Banking Services and products including RBS
proprietary and third party funds, structured products, bonds,
internet banking, payments on the phone, etc to the existing
customers;
Generating 3 hot leads per month ;
Daily check on TOP 5 client accounts;
Sensitive Client Calling to the top 20 clients.
Professional qualifications:
University Degree;
Very good communication, listening and selling skills,
Good Computer skills
Good knowledge of English is a must;
Personal Skills:
Good knowledge of specific products/services offered by RBS;
Investment product knowledge;
Comprehensive knowledge of security related policies and procedures to
protect the Bank’s and customers’ assets;
Enthusiastic person, always willing to help and solve customer's issues;
Problem solving and attention to details;
Fast learner & proactive personality;
Team player, adaptability, ability to work under pressure.
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.