Job Description
- Identifies customer needs and fulfils it with proper bank’s products or services
- Handles customers’ requests/inquiries related to their accounts, products and services in a professional manner and serves all customers regardless of segment up to the level of their full satisfaction
- Promotes and sells the bank’s products and services to achieve the yearly set targets
- Ensures that brochures are up to date and in place
- Carries and handles efficiently custody items, keys as per custodian matrix and relevant policies and procedures
- Uses cross-selling techniques with EGBANK existing customers
- Adheres to Branch Operating Model
- Ensures that customers’ profiles are updated through implementing the KYC principle (Know Your Customers)
- Migrates customers to various channels (ATM, cheque deposit box)
- Carries out any task requested by the Senior Relationship Officer and the Branch Manager
- Makes calls upon request to EGBANK existing clients
KPIs
- Number of customers complaints and the recurrence of the same complaint
- Customer feedback surveys and pulse checks
- Customer satisfaction rate measured through customer satisfaction surveys
- Achievement of individual sales targets and quality targets
- Number of cross selling successfully conducted by the job holder
- Constant availability of brochures
- Number of times the job holder did not adhere to the Branch Operating Model
- Number of out-dated customers’ profile
- Number of remarks and recurrence of remarks in quality assurance individual reports
- Number of remarks and recurrence of remarks in audit reports
- Number of remarks and recurrence of remarks in compliance reports
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