Branch Service Representative – Jumeirah Branch – Commercial Bank of Dubai in Dubai
4 JOB PURPOSE (In one sentence why Job exists) – Act as the first point of contact for callers on the branch, ensuring that they are directed to the most appropriate bank representative to provide further service and also act as a conduit for delivering services. 5 PRINCIPAL ACCOUNTABILITIES KPIS Work Management • Act as first point of contact in understanding customer’s requirements / inquiries (telephone or in person), provide proper and full information. • Assist / guide walk-in customers to collect appropriate token for the service required. • Receive original application for processing transactions from clients (Remittances, standing order, Trade service documents Account to account transfers, withdrawal of collection / Post dated cheques, Audit confirmation) • Verify signature, ensure completeness and scan to concerned department within agreed cutoff times adhering to Bank’s policy and procedures and forward to Branch Manager for approval. • Receive special cheque book requests from clients, register, verify signature and forward to Branch manager for action. • Ensure Cheque books, Debit / Credit cards, Capture cards, Rateb cards, Return cheques received as per system reports, acknowledge, update in system (if any) and enter in the appropriate registers. • Contact clients for delivery of cheque books, Debit / Credit Cards, Captured cards, Rateb cards, Return cheques ensuring delivery as per authority under proper identification. • Reconcile undelivered cheque books, Debit / Credit cards, captured cards, Rateb cards & return cheques on a daily basis and obtain approval from Branch Manager on periodical checking. • Arrange for cancellation / return of above inventories after elapse of period as per Bank’s standard operating procedures and retain records. • Receive, register and balance on daily basis with physical stock held with BOM (under dual custody). • Register customer visiting Safe deposit locker and verify signature • Receive stop payment instruction from client, ensure all documents are obtained, register and forward to Branch Manager for appropriate action. • Ensure inter branch mail are forwarded using inter branch mail registers, obtain acknowledgement and file as per procedure. Service and Quality • Maintain the spirit of “Always Beyond the Call of Duty’ (ABCD), by supporting the Branch team as and when required. • Proactively help customers to reduce their waiting time Self Development • Identify the area of self development in line with the Bank’s competency guidelines and prepare and execute the action plan in agreement with the supervisor. Moreover, participate in e-learning and other training initiatives as required by the supervisor as well as HR. • Remain fully updated with regard to the products / services to ensure prompt services to the customer.
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