Customer Experience Officer

Summary of Duties and Responsibilities

-Assists to document processes relative to Service Delivery (SD) Branch Experience Ambassador tasks and related processes

-Work closely with Service Delivery Head, Deputy Chief Operating Officer, colleagues within Banking Operations and Salmon stakeholders to achieve Salmon's business model and strategic direction.

-Acts as the point person to all tasks relative to Branch Experience Ambassador

-Must become a Product Expert

-Point person to train future Branch Experience Ambassadors that will be stationed in the physical branches

-Ensures timely completion of end-to-end processes (not limited to those listed under Specifics of this document) but including link to other banking operations teams and other stakeholders of the Bank.

-Ensure relief arrangement is in place during leave

-Compliance to the set KPI and KRI

-Timely escalation and resolution of issues / gaps noted

**Customer Interaction

A. Back Office

1. Customer Service

• Ticket Monitoring, Resolution of tickets
• Resolves customer inquiries, requests and complaints

1. Relationship Managers

• Answer queries or provide resolution
• Monitor resolution of tickets or concerns received

1. Service Delivery Group Email

• Monitor and timely respond to concerns

1. BSP Complaint

• Investigates the complaint and responds to Compliance

1. Conduct customer call-out

B, At the Branch

• Attends to customer queries or concerns in-person and provides resolution
• Explains product features, including its Terms and Conditions
• Assists to onboard the customer and account creation until document collection and digitization
• Assists in customer or account level maintenances
• Assists to release customer requests such as but not limited to Bank notices, statement of accounts, chequebook
• Conduct customer call-out

• ***Return-To-Sender (RTS) Handling
• Conducts customer call-out to notify customers that the delivery of their bank document was unsuccessful.
• ***Online Customer Acquisition KYC

Assists on the review and verification of customers for

• Mobile App registration
• Onboarding

• ***Cleanup
• Assists on the data clean up and records management activities and the like

REQUIREMENTS

EDUCATION & COMPETENCIES

• University degree on Banking & Finance, or any related Business Course
• With at least 3 years of relevant experience in a banking industry
• Strong knowledge and experience in teller services or branch operations
• Sufficient knowledge of BSP regulations
• Good communication skills
• Problem-solving skills in a well-structured manner
• Ability to work with different culture, race, or ethnic group.
• Can work independently with minimal supervision.
• Acceptable risk management skills and ability to mitigate identified risks.
• Good interpersonal skills
• Keen attention to details
• Organize, innovative and results oriented.
• Ability to multi-task in a fast-paced environment
• Positive attitude knows how to find ways to address different circumstances.
• With official Signature Verification, KYC / CDD Training / Seminars attended.