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Retail Bank

Customer Service Officers

Job Title: Customer Service Officer

Reports to: Customer Service Manager

Job Description:

Serve as a proactive team member in the Retail Shop structure. Customer Service officers
(CSO)are the cornerstone of the branch floor and are key players in ensuring customers
receive excellent service.


Duties include accurately processing customer service requests, resolving service

issues and sales requests, profiling customers to identify needs and new sales
opportunities and, in some cases, managing a portfolio of customers.
The Branch CSO position is an entry-level position to a career in branch sales and
branch management. After successfully completing a new hire training program,
CSOs will receive ongoing training that can transition them to higher-level
Provide customers with excellent service, including greeting customer, smiling,
using their name and building a rapport with customers that generates customer
Own customer error resolution and complex service requests, managing customer
issues until they are resolved to the customer's satisfaction
Convert servicing situations into sales opportunities
Provide sales assistance to walk in clients and deepen sales interaction with
customers by utilizing the fundamentals of the sales process, including profiling
customers to determine financial needs and recommend appropriate products and
services to meet those needs
Build relationships with customers through ongoing client interaction including
follow up customer contacts
Manage a book of clients, with emphasis on retaining relationships with
customers within the portfolio
Specific customer contact goals will be assigned for portfolio retention and
Support branch in achieving its sales and customer retention goals; Support will
include achieving personal sales and referral goals, participating in branch sales
promotions and take part in weekly sales meetings
Proactively promote use and acceptance of the delivery service that meets the
needs of the customer, including alternative delivery services and ancillary bank
services. Ensure compliance with operational, security and audit procedures,
preventing fraud and protecting customer assets
Will liaise with the Centralized Data Centre for prompt account opening of all
account applications
In order to assist the branch team, additional duties may be assigned as needed.