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| POSITION DESCRIPTION | BANKING & FINANCE INDUSTRIES OCTOBER 2008 |
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Customer Service Officer (Selling) |
| Position Code: | 765 | | Career Level: | 2 |
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Responsible for
Providing front line effective and efficient services to branch customers, including the promotion of products appropriate to customer needs, with the support of all Regional Office and Head Office functions. |
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Reports To
Branch Manager, Customer Service Manager. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Providing an effective service to customers by prompt and accurate processing of transactions.
Identifying and capitalising on sales opportunities by explaining the features and benefits of the organisation’s product range and cross selling to the customer’s needs.
Maintaining a high standard of customer service and personal presentation.
Building long term relationships with customers by meeting customer needs, resolving concerns or issues.
Referring customers with more detailed enquires (e.g. home or personal loans) to the appropriate Officer.
Ensuring cash holding is balanced daily.
Administering all aspects of branch ATMs e.g. ordering cash, loading and balancing.
Ensuring that all relevant procedures and guidelines are adhered to.
Performing general administrative duties within the branch on a routine and as required basis. E.g. monitoring coin reverse, filing daily vouchers, foreign cash/travellers cheque transactions.
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Key Skills
Customer service focus.
Product knowledge/Technical knowledge of RFS.
Communication and interpersonal skills.
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Internal Contacts
Operations staff, Product advisory staff. |
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External Contacts
Customers. |
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Typical Experience
At least 1 year of experience in all aspects of branch transactions as well as the ability to present and promote the organisation’s product line. |
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