Banker - Customer Experience

Overview

The Banker - Customer Experience role is a frontline position within the Retail Banking division, dedicated to delivering excellent customer service and cultivating strong relationships with clients. The focus is on efficiently engaging customers to become their trusted banking partner through portfolio management, cross-selling, and ensuring operational excellence while maintaining regulatory compliance.

Key Responsibilities

• Interact with customers daily to promote growth in Current Accounts, Savings Accounts, Term Deposits, and related banking products such as assets, wealth solutions, Retail Trade Forex, and credit cards.
• Meet business targets outlined in the performance scorecard.
• Offer tailored product solutions by aligning banking services with customer needs.
• Evaluate customer potential to improve product penetration within individual relationships.
• Drive generation of referrals and expand business from existing customer bases.
• Respond quickly and effectively to customer inquiries and complaints, ensuring satisfaction.
• Comply strictly with banking norms and internal policies including Anti-Money Laundering (AML), Know Your Customer (KYC), and Data & Information Security protocols.
• Support audit processes by resolving observations and ensuring thorough compliance.
• Conduct internal audits to maintain regulatory and organizational standards.
• Deliver exceptional customer service to strengthen customer loyalty and retention.

Qualifications & Experience

• Graduate in any field; Postgraduate degree such as MBA is preferred.
• Between 1 to 4 years of experience in banking or related sectors.

Skills and Attributes

• Strong capabilities in customer engagement and relationship management.
• Competence in matching customer needs with suitable banking products and services.
• Excellent communication skills coupled with effective problem-solving abilities.
• High integrity and compliance orientation with regulatory standards.
• Demonstrated skills in cross-selling and managing customer portfolios.
• Familiarity with banking regulations and operational procedures.
• Proficient English language skills with business communication expertise.