DescriptionPrimary Objective:1. To deliver superior customer experience and service by taking full charge of the overall branch customer service management at the Banking Hall and the SST area. To be the Premier Customer Service touch point at Branch to ensure full resolution of issues and complaints2. Lobby management at all times especially during peak hours and redirection of customers to SST and engaging with customers and build long term relationship and garner more leads for the branchKey Responsibilities:1. Customer Experience Management and Key Customer Touch Point. Acts as a Branch Liaison Officer to Customer Advocacy and Branch solutions provider to understand customer needs and customer touch point. Documents and gather compliments for escalation to Regional Service Coach so that it can be shared as success stories. Manage the Standard Waiting Time effectively. Direct Customers for sales, operations and account opening accordingly. Basic product knowledge to cross sell at point of first interaction. Create long term relationship by providing personalized service. Perform call backs to customers. Directing customers to SST for transaction below 5k. Ensure all customer requests are being recorded and follow-up-follow-through are conducted efficiently2. Service Effectiveness. To support the Assistant Branch Manager in scheduling Lobby Manager routine. To be part of Branch service routine to address the staff in the morning briefing daily on feed backs and compliments from customer. To conduct service survey with customers for collation of insights.. Showcase RHB Way Service Culture. Engage with the Regional Service Coach regularly on unresolved issues and provide feedback and ideas in upgrading the service level in the respectively Branch3. Upkeep of Branch Premises. Ensures cleanliness, tidiness and positive ambience is maintained at all times of the Banking Hall and SST area.. To ensure availability of all forms at all time and take charge of the latest product collaterals and compliance to branch merchandising at banking hall and SST area. To ensure all job stations are neatly kept. Accountable for overall look and feel of the branch4. Building Community. To build good relationship with the community within the vicinity of the BankRequirementsRequirements: Bachelor Degree - Diploma or Degree Holder.2 years working as a CSO or Sales Support in the Branch, customer related or Hospitality industry. Pleasant personality with positive attitude. Good interpersonal and communication skills. Service oriented and customer-focusBenefitsDental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards
