Requirements

Provision of Customer Service-15%

Outputs:

• Own customer queries and complaints around account opening, loans and card applications and resolve in a timely manner. Escalate any unresolved queries, or queries not resolved in a short period of time to the Prestige Branch Manager.
  

• Build relationships with internal service providers (Operations and KYC Helpdesk) to ensure a quick turnaround time of escalated queries and complaints.
  

• Direct customers to the appropriate delivery channel to meet their needs e.g. cashiers, drop boxes, ATM etc.
  

Sales to Retail Banking Customers - 50%

Output:

• Participate in specific product campaigns by ensuring that the products are explained to customers.
  

• Agree, meet and exceed targets for specific sales campaigns.
  

• Maintain own sales performance statistics for management information usage.
  

• Own and manage personal product & channel sales targets to contribute towards the outlet sales objectives.
  

Branch Support-10%

Output:

• Together with the Branch Manager/BOM, open and close Cashier tills at the beginning and end of each day.
  

• Authorise cashier transactions above their teller limits when called upon.
  

• Act as cash custodian for the Branch. This involves checking cashier cash levels throughout the day, restocking cashiers or repatriating excess funds, and reordering cash from the external provider based on daily limits as set out.
  

• Perform any other duties as assigned.
  

Provision of Customer Service-15%

Output:

• Own customer queries and complaints around account opening, loans and card applications and resolve in a timely manner. Escalate any unresolved queries, or queries not resolved in a short period of time to the Prestige Branch Manager.
  

• Build relationships with internal service providers (Operations and KYC Helpdesk) to ensure a quick turnaround time of escalated queries and complaints.
  

• Direct customers to the appropriate delivery channel to meet their needs e.g. cashiers, drop boxes, ATM etc.
  

Operational Rigour and Compliance with KYC Requirements-20%

Outputs:

• Ensure accuracy of each new account application, loan document, Barclaycard application and bank account mandate change. Personal Bankers are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.
  

• Achieve operational rigour excellence in all aspects of procedures and processes personally undertaken to ensure green audit.
  

• Follow the Retail end to end account opening ensuring new accounts are authorized and KYC compliant. Escalate any items that exceed the agreed service level time lines or where there are unresolved KYC requirements, to the Branch Manager.