salmon-group

Discussion

Customer Experience Officer

Summary of Duties and Responsibilities
-Assists to document processes relative to Service Delivery (SD) Branch Experience Ambassador tasks and related processes
-Work closely with Service Delivery Head, Deputy Chief Operating Officer, colleagues within Banking Operations and Salmon stakeholders to achieve Salmon's business model and strategic direction.
-Acts as the point person to all tasks relative to Branch Experience Ambassador
-Must become a Product Expert
-Point person to train future Branch Experience Ambassadors that will be stationed in the physical branches
-Ensures timely completion of end-to-end processes (not limited to those listed under Specifics of this document) but including link to other banking operations teams and other stakeholders of the Bank.
-Ensure relief arrangement is in place during leave
-Compliance to the set KPI and KRI
-Timely escalation and resolution of issues / gaps noted

**Customer Interaction
A. Back Office

  1. Customer Service

  • Ticket Monitoring, Resolution of tickets

  • Resolves customer inquiries, requests and complaints

  1. Relationship Managers

  • Answer queries or provide resolution

  • Monitor resolution of tickets or concerns received

  1. Service Delivery Group Email

  • Monitor and timely respond to concerns

  1. BSP Complaint

  • Investigates the complaint and responds to Compliance

  1. Conduct customer call-out

B, At the Branch

  • Attends to customer queries or concerns in-person and provides resolution

  • Explains product features, including its Terms and Conditions

  • Assists to onboard the customer and account creation until document collection and digitization

  • Assists in customer or account level maintenances

  • Assists to release customer requests such as but not limited to Bank notices, statement of accounts, chequebook

  • Conduct customer call-out

***Return-To-Sender (RTS) Handling
Conducts customer call-out to notify customers that the delivery of their bank document was unsuccessful.

***Online Customer Acquisition KYC
Assists on the review and verification of customers for:

  • Mobile App registration

  • Onboarding

***Cleanup
Assists on the data clean up and records management activities and the like

Requirements

EDUCATION & COMPETENCIES

  • University degree on Banking & Finance, or any related Business Course

  • With at least 3 years of relevant experience in a banking industry

  • Strong knowledge and experience in teller services or branch operations

  • Sufficient knowledge of BSP regulations

  • Good communication skills

  • Problem-solving skills in a well-structured manner

  • Ability to work with different culture, race, or ethnic group.

  • Can work independently with minimal supervision.

  • Acceptable risk management skills and ability to mitigate identified risks.

  • Good interpersonal skills

  • Keen attention to details

  • Organize, innovative and results oriented.

  • Ability to multi-task in a fast-paced environment

  • Positive attitude knows how to find ways to address different circumstances.

  • With official Signature Verification, KYC / CDD Training / Seminars attended.

Show