Job Purpose:
To provide information about Nizwa Bank Personal Banking products, provide quality service to customers (including prospective customers) and sell the complete range of retail products to the customers. Ensure adherence to Banks policies, ethics and code of conduct.
To multi-task and perform all sales & service related activities by managing existing and new customer relationships through the bank’s product offering
Job Responsibilities:
Financials:
- Identify the needs of customers/prospects through customer behaviour.
- To capitalise on cross sell opportunities with new promotions.
- Telemarketing to prospects.
- To help, plan and organise sales promotion in the branch in co-ordination with other CSOs
- Sell the bank’s products and services and transform call transactions into enhanced customer relationship.
- Ability to see and grasp opportunities to cross-sell other products while servicing customers.
- Achieve all the assets and liability targets assigned to each staff.
- Participate in branch sales campaigns and incentives by increasing and developing existing customer base.
- Personally build and deepen banking relationships.
- Provide customer market place feedback to branch managers to assist in his/her decision making.
Customer Service:
- To achieve set targets in terms of service standards for customers transactions
- To send complete error free applications / requests to other units for further processing
- To accept customer instructions / requests and ensure for completeness and correctness before forwarding them to units / departments.
- Strict adherence to SLA / telephone pick up
- Refer customer’s problems / complaints to CSM for decision, resolution or approval (whenever unable to resolve him/herself)
- Ensure KYC is completed for all accounts before accepting to open the account
- Ensure all the customer applications / requests / instructions are processed in time and if not inform the customers accordingly without any delay
- Ensure customer retention, find out problems and solve them
- Ability to handle pressure, complaints and difficult customer situations.
- Coordinate with other departments for all branch activities or system issues and follow up on customers’ issues. Work as a team, facilitate teamwork, and help other personnel when required to exceed customer expectations and ensure that the branch achieves required service performance ratings.
- To achieve set targets in terms of service standards for customers transactions
Controls:
- Ensure that the business is booked as per laid down procedures and guidelines and due diligence is carried out with respect to money laundering and other regulatory requirements
Administration:
- Ensure all merchandising materials in the branch are current
People:
- Be a good team player and improve multi-functional skills by taking initiative to learn other desk duties
Other tasks
- Related to the role as and when they come up
- To train new PBOs
- To assist / participate in branch projects like clean-up exercise & MIS etc.
Education
- Bachelor Degree in Banking, Finance or Accounting
Experience
Skills & Knowledge
- Customer service
- Product knowledge, quality focus, & market knowledge
- Documentation skills
- Listening skills & phone skills
- Resolving conflict, multitask, patience, & negotiation
- Positive attitude, attention to detail, & people oriented
- Analysis, problem solving, & organizational skills
- Adaptability, ability to work under pressure
- Computer skills
