مسؤول خدمة العملاء بالفرع

Delivering a seamless and welcoming customer experience at the branch entrance, the Service Ambassador ensures every client is directed efficiently and receives prompt attention in line with established service protocols. By adhering to clear work instructions and service standards, the role supports the branch's operational flow and upholds the bank's reputation for excellence in retail banking. Escalating exceptions and customer concerns to the appropriate team members enables issues to be resolved swiftly, contributing to overall branch performance. The Service Ambassador's focus on immediate task execution and direct communication with team members ensures that the branch operates smoothly and customers' first impressions are consistently positive.
Requires at least 1 year of experience in retail banking or customer service roles, with familiarity in branch operations and basic banking platforms such as core banking systems and CRM tools.
Key Responsibilities:

• Consistent first-point customer engagement for optimal branch experience
• Upholding regulatory and conduct risk standards in customer-facing activities
• Enabling efficient branch operations through proactive queue and appointment management
• Promoting digital adoption and branch self-service capabilities

Responsibilities

1. Consistent first-point customer engagement for optimal branch experience

• Greet customers promptly upon entry, providing a courteous and professional welcome that reflects the bank's service values.
• Identify customer needs through active listening and direct them to the appropriate service area or personnel.
• Monitor branch lobby traffic to minimise wait times and ensure orderly flow of clients.
• Respond to basic queries regarding branch services, digital banking options, and appointment procedures.
• Escalate complex or unresolved issues to the relevant team member or supervisor, ensuring timely follow-up.

Performance Measures:

• Customer satisfaction with initial branch interaction as measured by feedback or mystery shopping results
• Reduction in lobby congestion and wait times during peak periods
• Accuracy of customer triage and referral to appropriate service channels

2. Upholding regulatory and conduct risk standards in customer-facing activities

• Verify customer identification and branch entry requirements in accordance with KYC and AML guidelines.
• Maintain awareness of suspicious behaviours and report potential conduct or fraud risks to the branch manager.
• Adhere to privacy protocols when handling customer information at the reception area.
• Support the branch's compliance with health, safety, and accessibility standards for all visitors.

Performance Measures:

• Absence of compliance breaches or regulatory findings related to reception processes
• Timeliness and accuracy of suspicious activity escalation
• Consistency in applying privacy and conduct protocols during customer interactions

3. Enabling efficient branch operations through proactive queue and appointment management

• Monitor and update digital queue management systems to reflect real-time customer flow.
• Coordinate with branch staff to balance walk-in and pre-booked appointments, optimising resource allocation.
• Communicate estimated wait times to customers and provide updates as needed.
• Assist in managing customer expectations during service delays or system outages.

Performance Measures:

• Effectiveness of queue management in reducing customer wait times
• Branch staff feedback on appointment coordination and operational support
• Customer perception of transparency and communication during delays

4. Promoting digital adoption and branch self-service capabilities

• Educate customers on the use of digital banking kiosks, ATMs, and mobile banking applications.
• Guide clients through self-service transactions, troubleshooting basic issues where possible.
• Encourage uptake of digital channels for routine transactions to improve branch efficiency.
• Collect and relay customer feedback on digital tools to branch management for service improvement.

Performance Measures:

• Increase in customer utilisation of digital and self-service channels
• Reduction in manual transaction requests at the counter
• Quality of customer feedback on digital support and guidance

Qualifications

• Diploma or equivalent qualification in Business, Banking, or related field
• Completion of in-house onboarding and compliance training
• Ongoing professional development in customer service or digital banking