Job Description

Service Related Responsibilities:

• Manage walk‑in customer traffic and ensure efficient crowd control.
• Supervise the overall customer journey and experience and ensure adherence to service standards.
• Attend to customer queries and requests for banking products and services at first contact, with follow‑through when necessary.
• Promote and educate customers on digital banking adoption.
• Handle PIB/TMRW related enquiries.
• Support customers in navigating and resolving issues with digital banking tools.
• Escalate and investigate customer complaints, fraud, and dispute cases.
• Drive branch service initiatives and campaigns to enhance service culture.
• Conduct briefings and updates on service‑related matters.

Operations Related Responsibilities:

• Customer Transactions & Support, e.g. instructions such as fund transfers, TT, RENTA...