Relationship Officer - Liabilities

Role Overview

This position is responsible for supporting customers with clear product and service guidance, handling issues through to resolution, and delivering a consistently high standard of service. The role also focuses on protecting the organization’s financial and reputational standing while creating a smooth, end-to-end customer experience.

The ideal candidate should bring a strong sense of teamwork, self-motivation, and a positive, friendly approach while working with customers and colleagues.

Key Responsibilities

• Respond to incoming customer calls in line with service quality standards.
• Manage customer complaints, work toward customer satisfaction within assigned authority, and escalate cases according to procedure when required.
• Identify opportunities for additional products or services by gathering customer details and assessing their needs, then share insights with management.
• Meet defined performance targets for inbound and outbound call quality, service levels, and customer satisfaction results.
• Support business growth by generating leads and promoting or upselling FAB products across product categories.
• Keep customer records accurate by updating histories through service requests, complaints, and notes, while maintaining strict confidentiality of customer and bank data.
• Follow all bank policies and standards, along with applicable local laws and regulations.
• Complete special tasks assigned by the team leader or managers.
• Remain flexible with planned schedules, on-call shifts, and unplanned shift changes when required to manage floor conditions and maintain service levels.
• Maintain punctuality and consistently follow workplace policies, procedures, and center discipline.

Additional Information

This role requires close attention to service quality, confidentiality, compliance, and responsiveness in a customer-contact environment.