Position Scope:

• This position is responsible for executing Customer Service Standards across all Customer touch points in the branch.

Key Responsibilities:

• Logging of customers complaints into National Care, tracking for resolution and ensure closure within 48 hours.
• Effective custody and safe keeping of customer cheque books and debit cards.
• Compliance with KYC in the release of cheque books and debit cards to customers.
• Ensure all revenue due to the Bank from the printing of mini statements and issuance of counter leaves is fully recovered.
• Assist in the achievement of Branch business growth targets.
• Assist in the cross – sell activities for the Branch.
• Respond to customers queries and advise customers on various products.
• Filing of correspondence documents.
• Assist in the delivery of account opening documents to accounts operations and confirmation that the
• same has been accurately captured.
• Assist in the quick opening of accounts,
• Directing customers to relevant sections for completion of transactions.
• Pro-active Queue management to enhance the image of the Bank.
• Responsible for management of the Branch cheque deposit box, and retrieval of cheques deposited therein.
• Assist customers in filling Bank forms, and any other assistance they may require.
• Pro-active ATM lobby Management.
• Ensure compliance to KYC in all dealings with customers.
• As a member of the customer service team, assist in all functions allocated within the department.
• Receipt and processing of customer instructions.
• Migration of New and Existing Customers to digital platform.
• Any other duties as may be assigned by Management from time to time.

Education/Professional Qualifications, Skills & Experience:

• Bachelor’s degree in a business-related field from a recognized University.
• 2 years’ experience in branch operations.
• Excellent customer service skills.
• Excellent communication skills with exceptional interpersonal and relationship management skills.
• Have the passion and commitment to deliver quality service.
• Sound knowledge of bank’s customer service standards.
• Self-motivated and team player.
• Demonstrated integrity and ethical standards.
   

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Position Scope:

This position is responsible for growing and retaining the Amanah Retail and SME business within the business area assigned. He/she will be expected to offer experiential service to customers within all the Amanah segments, deepen relationships in order to ensure their current and anticipated needs are met as the Bank gains value. The role holder will be required to work with flexibility and support different sales activation activities in order to meet the growth and sustainability objectives of the unit.

Key Responsibilities:

• Identify potential new business opportunities and consistently generate innovative ideas for implementing business initiatives to open Amanah Retail and SME accounts and grow the liability book.
• Develop an understanding of the Amanah clients’ business by analysing their management practices, market conditions affecting the long-term viability of the business and effectively use this knowledge to continually cross sell the Bank products in order to get maximum share of the customer wallet.
• Take responsibility of business growth in own portfolio and advance the One Bank one Agenda objective of the Bank.
• Work closely with the Credit Managers to initiate business deal proposals for new facilities or facility modifications that require assessment of credit and provide insightful information regarding business strength and vulnerabilities.
• Proactively identify potential non-performing accounts and formulate appropriate mitigating initiatives.
• Act as single point of accountability for Amanah Retail & SME business and consistently deliver high quality service to all internal & external customers, while maintaining confidentially of customer information at all times.
• Keep abreast with product knowledge and support in the awareness of the Amanah Retail & SME products and process at the Branch level with a view to ensuring customer experience is at the expected standards.
• Plan and co-ordinate any marketing approaches for new business and actively develop the existing relationships. 
• Conduct review of customers’ borrowing facilities to assess customer and risk profile changes/updates.
• Keep abreast with the latest trends and support in gathering of market intelligence with a view of giving feedback to maintain the products at a competitive level.
• Maintain agreed upon Service Level Agreements and TATs to ensure experiential customer service at the Branch level.
• Ensure 100% compliance to KYC and AML policies and account opening procedures.
• Stay updated on the security controls in place to protect the branch against criminal and fraudulent
• activities and unnecessary risk and exposure.
• Ensure that all duties and activities are carried out in full compliance with regulatory requirements,
• Enterprise-Wide Risk Framework and internal National Bank policies and policy standards thus ensure rigour excellence.
• Understand and manage risks and risk events (incidents) according to the laid down guidelines.
• Constantly seek to improve ways of working with colleagues by challenging the status quo and ensure best practice.
• Lead the adoption and implementation of change initiatives at the Branch Level.
• Participate in local events to support sustainability agenda of the Bank.
• Any other duties as may be assigned by Management from time to time.

Education/Professional Qualifications, Skills & Experience:

• Bachelor’s degree in commerce, economics or a business-related field from a recognized University.
• Professional Certification in Sales & Marketing & Islamic Banking is an added advantage.
• A minimum of 3 years’ experience in Banking with a bias in business development.
• Relationship management skills.
• Passionate, dynamic and ability to adapt quickly.
• Strong commercial acumen and analytical skills.
• Team player and ability to deliver with cross functional teams.
• Negotiation and stakeholder engagement.
• Excellent interpersonal and communication skills.
• Ability to make operational and routine decisions in a timely and effective manner.
• Able to withstand operational challenges and maintain momentum.
• Manages emotions in a mature and composed manner as expected.