Job Objective
Your role as Customer Experience Officer is to deliver high-quality customer service by handling customer inquiries, resolving issues efficiently, processing transactions accurately, and promoting products and services to support customer satisfaction and business objectives.
Main Tasks
- Perform cash-in and cash-out transactions accurately and efficiently.
- Process customer deposits, withdrawals, transfers, bill payments, remittances, and other financial transactions.
- Conduct daily cash balancing and reconciliation activities to ensure transaction accuracy.
- Ensure proper cash handling, custody, and security procedures are always maintained.
- Identify and escalate suspicious, unusual, or potentially fraudulent transactions in accordance with AML/CFT requirements.
- Maintain accurate transactions, operational, and branch records in accordance with internal procedures and regulatory requirements.
- Welcome customers promptly and provide professional, friendly, and efficient service experience.
- Assist customers with inquiries, complaints, service requests, and account-related matters, ensuring timely resolution or escalation when required.
- Guide customers through onboarding, account opening, activation, and profile update processes.
- Educate customers on available products, services, digital channels, and self-service options.
- Record, track, and follow up on customer requests through the ticketing system to ensure timely resolution and service quality.
- Collect customer feedback and identify opportunities to enhance customer satisfaction and delivery service
- Promote the company's products and services, including wallets, cards, remittances, payments, and other financial solutions.
- Identify cross-selling and upselling opportunities based on customer needs and financial requirements.
- Assist customers in completing applications and submitting required documentation.
- Contribute to achieving branch sales, activation, and customer growth targets.
- Support ATM-related customer inquiries and provide basic troubleshooting assistance.
- Maintain compliance with branch operational procedures, policies, service standards, AML, KYC, fraud prevention, and data privacy requirements.
- Report operational incidents, discrepancies, suspicious activities, or security concerns immediately.
- Participate in training programs and continuous learning initiatives to enhance product, operational, and customer service knowledge.
Qualifications
- Bachelor's degree in business management or any related field.
- 2+ years of experience in customer service, retail, banking, or a related field.
- Professional proficiency in Local Language & English is required.
- Strong customer service and communication skills.
- Good analytical and problem-solving abilities.
- Attention to detail and organizational skills.
- Cash handling and transaction processing skills.
- Sales and cross-selling abilities.
- Proficiency in customer service systems and Microsoft Office applications.
