Reporting To: Branch Business Manager
Overall Job Purpose
The Client Service Manager will be responsible for ensuring excellent service standards and maintain high customer satisfaction in the Ultimate Banking lounges through quick resolution/escalation of customer queries in order to ensure customer retention and loyalty.
Principle Accountabilities
To manage the day to day operations of the Ultimate Banking Lounges.
To offer excellent customer service through quick resolution/escalation of customers queries in order to ensure customer retention
To collate customer feedback through interviews and customer feedback forms to ensure that we meet customer expectations.
To Issue account fulfilment tools and maintain records to ensure safe custody and timely delivery to customers
To support the Ultimate Banking Relationship Managers with account opening, loan processing and handling customer queries
Educate clients on the features and benefits of all products
Cross sell products to clients based on the needs
Assist clients to complete paperwork and requirements to take up new products
Notify client about deposit renewals
Invite clients for Exclusive events
Inform clients about new products/ services / lifestyle offers
Make courtesy calls to clients
Minimum Qualifications, Knowledge and Experience
Bachelors Degree
5 year’s banking experience
Key Competencies and Skills
Communication Skills
IT Skills
Product knowledge
Interpersonal skills
Team Player
Listening skills
Empathetic
Professional
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